Complaints
This profile includes complaints for Pin Straight's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2025
Type: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 11/29/2024,I went to the *********** **** **** in *********** While there an employee of Pin Straight approach me for straightening demo. It was going along. I was hesitant about the price of the straightener. I decided it seemed worth it. So I said yes TO THE STRAIGHTENER which was like $300. BUT NO SHE WANTED TO SELL ME MORE. When I asked her how much was this hair mask and serum was, she told $350 each. I right off the bat politely declined her. So she offered to finish straightening the rest of my hair. While she did, she kept pushing the hair products on me. A straightener is one thing for $300 but not no hair products. She kept going on and on about how long it would last. I ended up buying them because she wouldn't shut up or stop talking about them. THEN SHE TRIED TO SELL MORE PRODUCTS LIKE HAIR PERFUME. I WAS AGASH ABOUT THE PRICE. SHE WAS LIKE COME ON, COME ON. AT THIS I TOLD HER I HAD ALREADY SPENT ENOUGH. SHE HAD THE NERVE TO TRY TO SELL MORE PRODUCTS AFTER THE HAIR PERFUME, THE TRIED TO SELL ME A BRUSH BLOW DRYER. AT THAT POINT I WAS NO, NO. I ENDED WITH $1000 PRODUCTS INSTEAD OF THE $300 Straightener. I tried to return but she said I had to contact email support. Email support never got back to me until I sent them a second email nearly 3 weeks later. I tried unsuccessfully to dispute charges. I want them to take back their crap. I NEVER EVEN TOOK THE S*** OUT THE BAG THEY GAVE IT TO ME IN. I WANT A REFUND AND THEY WON'T GIVE IT TO ME. NOW I'M STUCK WITH THESE CHARGES ON MY CARD I HAVE NO MONEY TO PAY FOR.
Business Response
Date: 01/16/2025
Hello *******,
we do not offer refunds on personal hair care items, which are also demonstration products.
Initial Complaint
Date:10/11/2024
Type: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.
As I was walking out of a store, the lady started to call me over and I politely said no thank you but continued to yell at me aggressively to come over to try out the product being sold. I decided to still buy a few things even after the aggressive introduction. However , out of the four items I brought one wasn't even turning on let alone heating up all the way. I tried to ask for a refund but they refused any type of reimbursement, even though I only had it for such a short time.(about 3-4 days). I bought two , one for me and one for my sister, just for mine to not work properly. I feel as though the one that was used in the example in my hair is not NEARLY the same as the one's that I purchased. I enjoyed the bright colors but upon seeing how they actually work I'm just really disappointed.Business Response
Date: 10/13/2024
Hello,
We would like to hear more about your experience. Please contact our support team at [email protected].
we apologize about the issues you experienced with your new tool, each location has their own return policy. But they all offer a LIFETIME WARRANTY. Which means your product is covered for life, and will be exchanged for free of there is any defect in it, even if it is your fault.
The product you have is the exact one we demonstrate- you may bring it back and compareInitial Complaint
Date:04/08/2024
Type: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 went to ********** ****, ****** ******** for some returns and a girl named Emily from the Pin Straight Hot Iron kiosk scammed me by stopping me and offering to do my hair and sell me a hot iron. I told her I did not have any money for one and I already have one, but she insisted, so I let her do a couple strands of hair and made it clear to her that I could not purchase one one at that time. So she said she would give me her card in case I changed my mind. Then she said she liked me so she would give me one for free and asked me what color I wanted, so I said pink. She told me to hold the iron and she would take the picture, so I said ok. Then, she showed me the retail value of the iron was like $300.00 and she did some calculations on her calculator and told me she would sell it to me for $99.00. I told her I did not have the money to purchase the iron and I gave it back to her.Business Response
Date: 04/08/2024
Hello,
We are having difficulties understanding what is your complaint about ? She tried to sell you a product by demonstration you agreed to, and you said no, sound like a normal interaction between a seller and a customer
thanks for visiting us, its ok to say no.
Customer Answer
Date: 04/08/2024
Complaint: ********
I am rejecting this response because:
The sales girl, Emily said she would give me a pin straight flat iron for free, then she tried charging me $99.00 for it after I told her I could not purchase one. That is not a normal sales interaction. You cannot tell someone you are giving them a free item, then try to charge them for it.
Sincerely,
***** ***********Business Response
Date: 04/08/2024
You must’ve misunderstood.
If you have any more inquires please do so through our customer service team
***********************
thank you
Customer Answer
Date: 04/09/2024
Complaint: ********
I am rejecting this response because:
I did not misunderstand, the sales girl, Emily said she would give me a free Pin Straight Hot Iron and she didn’t. Your company owes me a free pin straight hot iron.
Sincerely,
***** ***********Business Response
Date: 04/09/2024
Hello,
To whom it may concern,
i am asking to remove this complaint, it is clearly malicious or a joke.
we are working very hard for our reputation and take complaints seriously, but this feels like a competitor or someone who wants to hurt our business made this complaint, and it’s contents are a joke in order to get free stuff without being a customer
thank you
Initial Complaint
Date:01/17/2024
Type: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.
This product is not what it claims to be. .poor quality uneven heat tangles hair .Business Response
Date: 01/21/2024
Hello,
we’re sorry you are experiencing a malfunction with your tool.
Pin Straight is proud to offer a lifetime warranty on all products purchased directly from our authorized vendors.
please bring it back to the store for a free exchange, if you have concerns or want to discuss a different solutionplease contact
***********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.