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:08/15/2023

  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.

  I found the stylist (****** *****************) on style seat and booked my appt on 7/25/2023. She contacted me after and said she would prefer to book direct and that she specifically said that she would cancel my appt and put me on her books. I paid the deposit ($50) to book directly with her on 7/26/2023, and the remaining prior to the appt ($250) on 7/27/2023. My appointment was scheduled for Friday 7/28/2023. On 7/29/2023 I noticed that style seat charged me $170 for the appointment. I spoke with her about the charge and she caught an attitude and said she told me to cancel the appointment, which she did not, and said she would cancel it so i could get my refund. A week later I returned from vacation and the charge had not been refunded. I spoke with her again, she said would issue it but it has been a week and no refund or further reply from the stylist. I contacted Style Seat and they told me I had to get it directly from the stylist etc but did email her to assist in the refund. She responded and told Style Seat that she told me to cancel the SS appointment DAYS before my actual appointment which again was not true in addition to it being only 2 days for my appointment once i booked it. The stylist also said that she never received the funds and this is apparently the 3rd time this has happened or the 3rd time she's kept someone's money :( She no longer replies to my texts although she has read them. Style Seat email her back in response to her and they would be initiating a 48-hour refund dispute. If they did not hear a response, we will issue a refund back to the originating account. It has been 5 days and I still have not been refunded.

  Business Response

  Date: 08/15/2023

  Hi Immaculate, 

  We're so sorry to hear you had this experience with a Pro on StyleSeat. We've taken a look and see that you were able to get in touch with our Support team about this. We apologize for the delay in issuing your refund, but we can confirm that you have been refunded $170 for the appointment charge and $5.50 for the booking fee. We've attached screenshots for your reference. Unfortunately, we are unable to refund any charges that took place outside of StyleSeat, such as the deposit that was paid through Zelle. If you need more help with this, please reach back out to us! Thanks for being part of our community!

• Initial Complaint

  Date:08/04/2023

  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 booked an appointment on styleseat and never got the address on where the salon was I waited up until the last hour of my appointment for the stylist to send the address she did not so I cancelled the appointment. Out of spite the stylist booked a secondary appointment on my behalf and charged me a $180 no show fee for a style I never even booked styleseat is on the side of the stylist and allowing people to fraudulently book appointments.

  Business Response

  Date: 08/10/2023

  Hi ******,
  Were sorry to hear you had this experience. It looks like youve already reached out to our Support team and received a full refund. Weve attached a screenshot for your reference. Weve also spoken to our Compliance team and confirmed that your experience with this professional is being investigated. Youre good to go! Thank you for being part of our community!
  
  

• Initial Complaint

  Date:08/03/2023

  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.

  I booked an appointment for braids through StyleSeat with a stylist named "Truluv Hull" (Thetru_exxperience). Industry custom is that the hair would be supplied. Otherwise, stylists will explicitly say in the description for a style that the hair will not be provided or can be provided at an additional cost. To book an appointment through StyleSeat, you must have a card already on file, and you are charged a deposit to hold the appointment. The same card on file will be charged automatically once your appointment is complete. Clients may cancel an appointment at no cost if the cancellation is made more than 24 hours before the appointment is set to begin. Otherwise, clients are charged a cancellation fee which is 50% of the appointment price. As mentioned previously, it is industry custom for stylists to let their clients know ahead of time whether or not the hair is included in the price. This particular stylist does not at all mention on her platform that the hair is not included in the price. She reached out less than 24 hours before my appointment letting me know that the hair is not included. I then re-booked with a different stylist who does include hair. I requested that this stylist cancel the appointment, and she offered to supply the hair at an additional cost (which would cost significantly more than she initially advertised). Since I had already booked with someone else I declined and requested, again, that she cancel the appointment. She refused, saying that it was not her problem and that if she did so, "her rating would go down." I alerted her that this was a deceptive practice considering the fact that she did not bother to let me know that she would not be supplying the hair until less than 24 hours before my appointment, essentially ensuring that she would be paid the cancellation fee at the very least. She was incredibly unprofessional and had no integrity! This is a deceptive practice and this stylist should not be allowed to offer services!

  Business Response

  Date: 08/10/2023

  Hi ******! Were so sorry that you had this experience with a professional on StyleSeat. Weve taken a look and can confirm that you were not charged for the appointment or cancellation with Truluv. Additionally, weve gone ahead and refunded your booking fee of $4.81 for this appointment. Weve attached a screenshot for your reference. If you need further assistance, please reach back out to us by submitting a ticket here, mentioning BBB review in the subject line; ****************************************************************. Thanks for being part of our community!

• Initial Complaint

  Date:08/02/2023

  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.

  A customer booked for an install and never showed. She was never charged for the no show and I was told I shouldve took a deposit because thats out of their control. & now yall sitting here changing the new policy to only look out for yall. How is entrepreneurs protected? Why are yall charging $25 when yall dont even bring clientele?!?!?? Its screaming greed!

  Business Response

  Date: 08/10/2023

  Hi *********,
  We're so sorry that you had this experience. We took a deeper look into this and we're not seeing a recent no-show appointment on your calendar. If you reach out to our team here; **************************************************************** and provide us with the clients information along with "BBB review" in the subject line, we'd be happy to investigate this further for you! Additionally, our Compliance team has reached out to you with information regarding your account. I've attached a screenshot of their correspondence for your reference. 

  Thanks!

• Initial Complaint

  Date:07/31/2023

  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 paid for a wig from @polishedbarbie_ for 325$ and never received the wig or even had the service done. When I paid for the wig she made my appointment to be on Thursday 7/27/2023. When Thursday came she told me that her car was broken into so she moved my appointment to Saturday 7/29/2023. When Saturday came and i told her I am on the way to the appointment with the address she provided on StyleSeat, the salon was completely empty and cleared with no mention from her on a different address. This was after I already had paid for the service. She asks for my address to just drop the wig off and she never came. I requested multiple times for my refund because she did absolutely ********** she has ignored and not answered my phone calls. This person is scamming hard working people out their money and its sad that this is another woman doing this. I will also provide her phone number to show this is what she has on StyleSeat as her contact.

  Business Response

  Date: 08/10/2023

  Hi ********,

  We apologize that you had this experience with a professional who uses StyleSeat. We see that you have already connected with our Support team regarding this issue. As they mentioned, since this appointment was paid for in cash and not booked through StyleSeat we are unable to provide a refund in this situation. Weve also informed our Compliance team of your experience to investigate this further. 

  In our Terms of Service
  "StyleSeat does not have control over the quality, suitability, reliability, timing, durability, legality, failure to provide, or any other aspect whatsoever of any ******* Services provided by Professionals nor of the integrity, responsibility or any of the actions or omissions whatsoever of any Professionals or Clients. StyleSeat makes no representations or warranties whatsoever with respect to ******* Services offered or provided by Professionals or requested by Clients through use of the Services, whether in public, private, or offline interactions."

  Here's a link to our Terms of Service; ****************************************** if you'd like to review them more. Thank you!
  

  
  

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  My daughter booked appointment with stylist. After the appointment the stylist said style seat was not working so I needed to pay her on cash app. Which I did! $170that night STYLE SEAT charged my credit card $170. I contacted the stylist which she said she would refund me. I HAVENT received my refund yet. I am going through the process of disputing with my credit card company, BUT I shouldnt have to do all this. I ALSO shouldnt be inconvenience by this. I was double charged for a service. I NEED TO BE REFUNDED MY $170 from style seat. I will also be filing a report with my representative, credit card company, and whomever else deal with bad practices. I will NEVER USE STYLE SEAT again. I HAVE ATTACHMENT of the convo between the stylist and myself. GIVE ME MY MONEY.

  Business Response

  Date: 08/14/2023

  Hi *******! Were sorry to hear about this experience with your stylist. We see that youve already been in contact with our Support team and they were able to issue you a full refund on 7/31/23. Please note, it can take **** business days for these funds to become available depending on your financial institution. If theres anything else we can help with, please dont hesitate to reach back out. Thanks for being part of our community!
  
  

  Customer Answer

  Date: 08/16/2023

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/21/2023

  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.

  Missed appointment. Did not know appointment was 7/20, scheduled wrong date. Informed professional of this. They denied refund and refused to reschedule. Charged my card $95 for a service I did not receive.

  Business Response

  Date: 08/10/2023

  Hey *******,
  
  Were so sorry that you had this experience with your professional. It looks like you have filed a dispute with your bank for this charge. Unfortunately, once you file a dispute, we are unable to issue a refund on our end. Additionally, your professional had a No-Show Late Cancellation Policy that was agreed to at the time of booking, which is why you were charged $95. If you need additional assistance, please reach back out to us by submitting a ticket here; **************************************************************** . Thanks!

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20355600
  
  I am rejecting this response because:

  Scheduling error, would not let me reschedule or rebook. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/21/2023

  Hi *******! We're sorry to hear that you were not able to reschedule or book another appointment with this Professional. StyleSeat is just the software that Professionals use to manage their business. Each Professional is able to set their own policies and choose the way they manage their business. We recommend booking a service with a different Professional on StyeSeat. 

  In our Terms of Service;

  "StyleSeat does not have control over the quality, suitability, reliability, timing, durability, legality, failure to provide, or any other aspect whatsoever of any ******* Services provided by Professionals nor of the integrity, responsibility or any of the actions or omissions whatsoever of any Professionals or Clients. StyleSeat makes no representations or warranties whatsoever with respect to ******* Services offered or provided by Professionals or requested by Clients through use of the Services, whether in public, private, or offline interactions."

  Here is the link to our Terms of Service if you'd like to review them more; ******************************************

  If you need more help, please reach out to us by submitting a ticket here; **************************************************************** and a member of our Support team will be happy to provide assistance. Thanks!

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20355600
  
  I am rejecting this response because:

  StyleSeat refuses to help. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/17/2023

  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.

  I booked a service with MacStyless via StyleSeat. The stylist confirmed the appointment, however, she failed to provide the address of the appointment. I followed up with her via messaging, text, and phone call the night before and day off to confirm the appointment location and got no response. Because of the cancellation policy, I wasnt to cancel the appointment, so I reached out to StyleSeat and let them know the situation and ask that they not charge me for the appointment since the stylist never confirmed the location. StyleSeat left me getting a refund at the discretion of the stylist, despite me being in this situation due to the stylist not being responsive in the first place.

  Business Response

  Date: 08/15/2023

  Hi ******! Were sorry to hear that you had this experience with your professional on StyleSeat. Weve taken a look and see that youve spoken to our Support team and they issued a full refund for $187.25 on 7/19/23. If you need additional assistance

• Initial Complaint

  Date:07/15/2023

  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.

  I am a beauty professional that uses StyleSeat. This is the 4th of 5th time they have charged me a 25% INCONVENIENCE fee for a new client fee EVEN THOUGH I SENT THE LINK DIRECTLY TO THE CLIENT! A couple of times I was charged this fee as well even though my clients booked through my Instagram link. This is unacceptable and its robbery! I wonder how many other stylists are getting their money stolen for marketing even though theyre finding their own clients. I have to figure out how to get my money back.

  Business Response

  Date: 07/20/2023

  Hey ********, 

  We're so sorry that you've had this experience. Typically, this happens when a Client isn't inside of your contact list. We're happy to reverse this and assist with avoiding this in the future. Please reach out to our team here: **************************************************************** and we'd be happy to help! 

  - Thanks so much!

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising 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.

  StyleSeat has caused harm on two different occasions in regards to two appointments set on different days with two different stylists. Emails show both appointments were cancelled same day. I had to drive further for the first appointment being cancelled and my appointment today required me to rent a car. I have wasted time, gas and been extremely stressed on both occasions. Even after reaching out to Styleseat, no resolution has been had. One of my tickets they assured would be addressed in 1-2 business days has not gotten a response, ever. The company needs to compensate me for being charged double on my initial appointment and for the rental for this appointment. I have provided screenshots of the appointments being cancelled same day with under 2 hours notice for each appointment. Styleseat will allow the stylists to be compensated for cancelled appointments in a ***** window. The same extension needs to provided to customers. I reached out and was provided 20% off, my next booking. That is a common discount on the platform and is not available to all Stylists. Please review and please advise if I can report Styleseat to additional entities for this business practice.

  Business Response

  Date: 08/15/2023

  Hi ******! Were so sorry to hear that youve had these experiences on StyleSeat. We see that youve reached out to our Support team, spoken to our Support Team Lead about these concerns, and were given a 20% code to use for your next service to help make up for this negative experience. Since StyleSeat is just the software your Professional uses to manage their business, you will need to reach out to your Professional directly for additional assistance with this issue. 

  In our Terms of Service:

  "StyleSeat does not have control over the quality, suitability, reliability, timing, durability, legality, failure to provide, or any other aspect whatsoever of any ******* Services provided by Professionals nor of the integrity, responsibility or any of the actions or omissions whatsoever of any Professionals or Clients. StyleSeat makes no representations or warranties whatsoever with respect to ******* Services offered or provided by Professionals or requested by Clients through use of the Services, whether in public, private, or offline interactions."

  Here's a link to our Terms of Service; ****************************************** if youd like to review them more. Thanks for being part of our community!

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20310717
  
  I am rejecting this response because:
  

  Nothing different has changed. They wont compensate and are giving me the same option as before which is not acceptable. I have already closed the app and removed myself from the mailing list. I no longer need to do business with the company and I think they are fine with that. If not; they can reach out the provider as I cannot leave a review and they did not respond to my text on the same day cancel. 

  Thank You. 

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

  Business Response

  Date: 08/17/2023

  Hi ******! 

  Again, we are very sorry that you had these experiences with Professionals on StyleSeat. We can confirm that you were not charged for either of these appointments as they were canceled and your booking fees were refunded. We've attached screenshots for your reference. We are unfortunately unable to compensate you for any personal expenses incurred related to these appointments, but we do understand the frustration of having an appointment canceled last minute which is why we offered you a 20% off code to use on your next booking with StyleSeat. 

  Please note, StyleSeat is just the software that Professionals use to manage their business. Professionals are not employed by StyleSeat. 

  In our Terms of Service:

  "Although the Services are intended to provide a Professional's availability in real-time, it is possible that a scheduling conflict may occur that requires the Professional to reschedule your reservation. Creation of a reservation using the Services is not a guarantee that the Professional will honor the reservation as scheduled. StyleSeat cannot guarantee availability of the Services to any User."

  Here is the link to our Terms of Service if you would like to review them further; ******************************************************

  We apologize for any inconvenience this situation may have caused.