Complaints
This profile includes complaints for Hair Club For Men, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 96 total complaints in the last 3 years.
- 33 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:01/12/2025
Type: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.
In September of 2024 I started treatment through hair club. By November my scalp was enflamed, itching, burning, and scaling. The sides of my face at the temples were also enflamed. I went to a dermatologist and she told me I am either allergic to the ********* they gave me or an ingredient in the liquid its suspended in. She recommended I stop and I told her I wanted to try to see if there was something else they could do so she gave me a prescription shampoo to try to help with the irritation in the meantime. At my monthly treatment a few days later I was told there are no alternatives. The people were apologetic and very nice. I was told I could be refunded. I was sent home without treatment and told someone would contact me. I waited a couple of weeks and then reached out to the person who sold me the program. She said she would talk to the team and get back to me. I had to nag her and finally she answers me with wash your hair more. I was already washing every other day with the prescription shampoo and not the shampoo I paid hair club so much money for and it still wasnt helping. I told her I wasnt upset with the company but I wanted to stop using the ********* because of the pain and discomfort. I told her I would still pay for the two treatments (they missed October because of staffing shortages) the the products I was given, but I would like a refund for the rest. She then accused me of not taking responsibility for my commitment and said they were going above and beyond to help me. How??? She said I needed to stick to the 18 months to get my hair back. That isnt true either. You have to use ********* forever or lose the hair you grew back. I cant live with the itching and burning and flaky scalp for the rest of my life!! There are alternatives to help regrow my hair and its not my fault hair club is a one trick pony. I just want my money back for the 16 months worth of hair products and treatment I wont be using.
Business Response
Date: 01/13/2025
Thank you for forwarding Mrs. ******* ********** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 01/22/2025
Complaint: 22800428
I am rejecting this response because: This is the 4th time this company has assured me they are looking into it. I have already provided the information and the prescription provided to me by the dermatologist who diagnosed me. What else is there to investigate? I feel like this is another stall tactic by a company not really interested in what is right. I made my original complaint in the beginning of December and now it is almost the end of January and I have still heard nothing.
Sincerely,
******* **********Business Response
Date: 01/22/2025
Thank you for forwarding Mrs. *********** complaint to our attention. Please be aware that we are currently investigating the allegations and require additional time to complete this process. We will provide a detailed response once our investigation is concluded. We apologize for any inconvenience this may cause and appreciate your patience in the meantime.Business Response
Date: 01/23/2025
Dear Better Business Bureau,
We are writing in response to ******* *********** claim regarding her experience with
HairClub. We value all our clients and take their feedback seriously, which is why we would like
to provide clarity and details regarding her concerns.
Ms. ********** signed her agreement with HairClub on August 13, 2024. At the time, she was
informed of the terms, including our cancellation policy and treatment guidelines. Per our
agreement, refunds are not provided after the three-day cancellation window.
Ms. ********** began with our Extreme Hair Therapy (XHT) program, which included a 2%
********* solution, a standard formulation recommended for women. On September 28th, 2024,
******* called and requested to switch to a 5% ********* solution based on her doctors
recommendation. While we explained the potential benefits and risks of 5% *********, we
reiterated that 2% is typically prescribed for women due to potential effects. Despite these
discussions, Ms. ********** decided to proceed as originally prescribed.
Ms. ********** later claimed an allergy to *********. However, she continued treatment and did
not raise these concerns during her appointments until much later. ******** has clients who
choose not to use ********* and still achieve satisfactory results with other combinations of
products. We offered Ms. ********** alternative treatments and product combinations however
she was adamant she did not want to continue.
Additionally, Ms. ********** expressed dissatisfaction with the liquid form of *********, stating
it made her hair oily, and chose not to follow the recommended daily hair-washing protocol.
Proper cleansing is essential to the effectiveness of the treatment, as it prevents product buildup
and ensures optimal results and alleviates the potential risk of irritation to the scalp and damage
to the hair. Due to her lack of following directions and guidelines of the product usage any
potential irritation cannot be determined to be an allergy.
As outlined in the agreement, refunds are not issued outside of the three-day cancellation period.
While we empathize with Ms. *********** concerns, her refund request is outside the policy
she agreed to. We have made efforts to provide her with alternative solutions to meet her hair
restoration goals, and these remain available for her use.
Furthermore, she stated that after she proceeded to go to a dermatologist that she could no longer
afford to pay both which is why she requested a refund.
HairClub is committed to helping Ms. ********** achieve her desired results and will continue
to support her within the terms of her agreement. We respectfully maintain that a refund cannot
be provided due to her non-adherence to the program guidelines, product usage and the
expiration of the refund period. However, we are happy to assist her in transitioning to
alternative solutions such as a Hair Topper or Xtrands to address her concerns and ensure her
satisfaction.
We hope this response clarifies the situation, and we remain available for any further questions
or discussions.
Sincerely,
***** ****Regional Director of Sales-Central
******************************
HairClub
** Cancellation and Refund Policy (Page 1, Section 5 of HairClub New EXT 18 ***************
Agreement)
You may only cancel this Agreement and obtain a full refund of the Service Fee or any
amounts paid hereunder by signing *********s standard Refund and Release Agreement
within three (3) business days from the Effective Date (the Cancellation Period). You may
obtain *********s standard Refund and Release Agreement by contacting **************
Consultant and notifying them of your intention to cancel. ARer the Cancellation Period, this
Agreement may be canceled, but you acknowledge that You will not be entitled to a refund of
any amounts paid to ********* pursuant to this Agreement.
** Your Representations and Acknowledgements to HairClub (Page 1, Section 6 of HairClub
New EXT 18 *************** Agreement)
E) ********* has observed maximum benefits from the EXT *************** in clients who
strictly adhere to the regimens and ***************** Therapy Treatment. Appointments set
out above for a minimum of six months, and that adherence to the regimen as advised is Your
responsibility.
G) You acknowledge that improvement in the condition of a clients scalp and the appearance
of thin-looking hair may take up to six months and that minimal additional hair loss may be
observed at the beginning of the treatment.Customer Answer
Date: 01/24/2025
Complaint: 22800428
I am rejecting this response because: This is not at all true. I requested the 5% as indicated but was provided with the solution with no discussion of any kind. I complained early about the oily feeling well before the irritation and was advised to was every other day WHICH I DID and it helped. I began to experience the discomfort some time later and mentioned it to my dermatologist while there for a DIFFERENT reason. She recommended that I stop but I did say no because I wanted to resolve with hair club. It was only about three days later that I had that discussion with the hair club teamAt that time I was told by my hair specialist that there was no way to change my treatment plan and agreed with me that there was no benefit in continuing. She sent me home WITHOUT treatment stating that the ********* was really the key to hair growth and that the other treatments were not that helpful without it. My statement about money was because in order to continue with the ********* (at that time) I thought would require that I use the prescription medication from the dermatologist and NOT the shampoo that was also a part of the program that I paid for. This to me did not make sense considering I was going to be spending more on prescription shampoo and not able to use hair club shampoo which is ridiculous. It wasnt until later when I spoke to the sales woman who sold me the program that I was told I should wash my hair every day to combat the discomfort. By this point several weeks had gone by and I was still using the ********* and the prescription shampoo with no benefit and simply washing my hair was not helping in fact it was just getting worse. After being put off and delayed SEVERAL times where she said she would look into it and get back to me I decided that I couldnt continue like this I did EVERYTHING I was told to do by hair club. They are trying to make it seem like I failed to follow instructions and that is a lie. It took time for the issues to start and there was no way for me or anyone else to know that this would happen its not so uncommon as to be unbelievable and I dont understand how this company can be so greed driven as to try to gaslight someone who entered into this agreement with hope of restoring more than just their hair. This is the second time I have failed and attempt to get my hair back through no fault of my own its devastating and frustrating and it is cruel to treat someone like this. This is not an ethical business practice.
Sincerely,
******* **********Business Response
Date: 02/03/2025
We have had further engagement with this client who was extended an offer of a refund.Customer Answer
Date: 02/03/2025
Complaint: 22800428
I received a partial refund still paying 1500 for the services they supposedly did which i have so upset about it but what ever is a learning ****** for me.
Sincerely,
******* **********Customer Answer
Date: 02/03/2025
Hair club has reached out to be and we have come to an agreement on a refund and I am satisfied with the outcome.
Initial Complaint
Date:12/30/2024
Type: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 there for a hair transformation and I want a refund. They mislead me about the nature of the treatment. They said the hair lost specialist would give me medical treatment and said there was a hair stylist on site. They are a scam. I believe this is a lie. I went there they wet my hair, I got up and left and asked for a refund. They said they were not qualified to give it to me. The salesperson called me, I talked to them and then they said I am not qualified that I want a refund. They said after 3 business days the contract can't be cancelled. They said I could call the credit company and they said no it has to be the merchant to cancel the payment. *** was the sales associate and **** was the sales manager and ******* is the credit company that they passed me off to.Business Response
Date: 12/30/2024
Thank you for forwarding ********************* complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 01/11/2025
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.
Sincerely,
****** ********Initial Complaint
Date:12/17/2024
Type: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.
The hair is very poor quality. They switched vendors and now my fair literally fall out in one month!Business Response
Date: 12/18/2024
Thank you for forwarding Mr. ***** Fomaris' complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 12/18/2024
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:12/11/2024
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.
Subject: *************************** for ******************************** and Unfair Billing Practices Dear Better Business Bureau,I am writing to file a formal complaint against ********* for deceptive advertising, poor service, and unethical billing practices. I am over 70 years old, and I feel completely robbed by this company.When I first signed up for their services, I was assured that the hairpiece I was purchasing would look natural and blend seamlessly with my own hair. However, when they showed me the hairpiece, it looked fake and did not meet the expectations set by their advertising. I feel misled by their false claims and disappointed by the poor quality of the product.Additionally, I have experienced multiple issues with their service. My hairstylist was changed twice during the process, and each time I was not informed or given any explanation for the turnover. This lack of continuity and communication has been frustrating and unprofessional.I have also had difficulty obtaining a resolution. I requested a call from a manager to discuss these issues, but despite being told someone would contact me, I have received no follow-up. Furthermore, despite not using or taking any services from *********, I was charged for the hairpiece, and they have refused to issue a refund.Given these circumstances, I feel that I have been taken advantage of, especially as an elderly customer. I am requesting that the ******************** intervene to assist in resolving this matter and ensure that ********* provides a full refund for the product and services I have not used.Thank you for your attention to this complaint.Sincerely,******** ******** ************Business Response
Date: 12/17/2024
Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter with our centers staff, we are pleased to report that we have reached an amicable resolution.
At HairClub, we are committed to providing our clients with the best possible experience by working individually with each person to ensure their satisfaction with our services. To resolve this matter, our Vice President of Sales, ***** *****, issued Mrs. ******** Bandukda a full refund of $5,696.25 to her original method of payment. This refund serves as full accord and satisfaction of any and all claims that Mrs. ***************** or may have against ******************************************* any further questions or concerns, we encourage her to remain in contact with ***** ***** ******************** who will be happy to assist. Our commitment to our clients satisfaction remains our top priority.
Thank you again for facilitating this matter.Initial Complaint
Date:11/21/2024
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.
They send me 10+ emails and phone calls reminding me of the Initial Consultation. I drove there 1 hr to wait 20 min in the loby. Then wait another 30 min in another room. Then wait another 20 min for the doctor- *** eventually did not see me. 'Sorry he is busy- can we schedulae another time". What? And what about you cancelling on me before i drive to you? I lost 3 hrs in total to come to HairClub and wait there- for nothing. How can you give me back my 3 hrs? Needless to say, I do not recommend at all. They are arogant yet unfocused, luck professionalism, do not care abviously about their clients- want just some fast turn around in money making. With this attitude, them bankrupting- is just a matter of time. Terrible company!Business Response
Date: 12/03/2024
Thank you for forwarding Mr. **** Adzinikolov's complaint to our attention. We appreciate the opportunity to investigate his concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 12/03/2024
Complaint: 22589179
I am rejecting this response because:it is generic answer meaning NOTHING. I lost more then 3 hrs being deceived and dragged into their business place- just to arrive in time- and they to drag the entire procedure: from seeing me to finally letting me know that no doctor can see me. It was also apparent to me that they were suspiciously showing deficiency of interest in my coming or desire to do business with me. In that case, why did they call me and email me every day to make sure Im a coming to the appointment- just to refuse me consultation and let me go?
how despicably unprofessional and moronic!
I want reimbursement of $450 for my 3 lost hours. Thats what I lost from work to drive to them, the supposed consultation appointment and back home- when I went to the appointment.
Then, I will take off the reviews or make adjustment to them for their grossly inadequate and misleading service.
Sincerely,
**** AdzinikolovBusiness Response
Date: 12/09/2024
Thank you for forwarding Mr. **** ***********'s rejection to our attention. We truly appreciate him taking the time to reach out to us through the Better Business Bureau.
Our Vice President of Operations, **** ***********, has made several attempts to contact Mr. *********** directly, but unfortunately, these efforts have not received a response. Please be assured that we take any situation where our prospect clients do not receive top-tier customer service very seriously.
In light of this, we would like to extend an offer to Mr. *********** for a complimentary consultation and a TrichoView analysis with our HairClub expert.Additionally, we will provide a free hair kit of products. We are confident that this next interaction will be highly successful and provide the solutions he is seeking.
Once again, we are grateful to Mr. *********** for bringing his concerns to our attention, and we look forward to the opportunity to address them directly.
Should Mr. *********** have any further questions, we encourage him to stay in contact with the Vice President of Operations **************************** additional support. We are committed to our clients satisfaction and look forward to continuing our work with our prospect clients.Customer Answer
Date: 12/09/2024
Complaint: 22589179
I am rejecting this response because:They had Not contacted me. The consolatory free consultation they are offering was same or part of the Supposed First Consultation- that they disregarded and disrespected - wasting my time like total misleading amateurs. And the free products they offer is shampoos or conditioners - that may offer help with hair- but negligibly (or they would not be in the transplant business) so its a joke- as a resolution to my wasted time and their botched consultation.
Short of $450 for my 3 full wasted hours and aggravation, abuse of my time, expectation and undelivered promise they misled me with-(its more then that: I put nice clothes and took shower to have clean hair just for the Consultation, drove on a rainy day along heavy trafic just to be on time, etc) - at this time- I do not accept.Peoples time is precious - and you still act as you do not comprehend that offering cheap shampoos. You may as well offer as well a complementary ******hops. Completely out of touch with Reality. Service and professionalism are not just a product and technique.
If you Really want to resolve this gross offending negligence and abuse of my time and efforts, call me- and leave a message with a number to return the call.
Sincerely,
**** AdzinikolovCustomer Answer
Date: 12/09/2024
BBB is resolving this problem in a biased manner, in favor of the business- not consumer. I will have in mind that consumer satisfaction and objectivity in assesment is not of paramount objective to you. Considering general people's disatisfaction with larger businessss conduct and its partiality towards big business and not "small consumers"- you are continuing to crack the thin ice on which you stand.
In a way, what can one think, but: 'they favored big business, Again!'.
Shame to BBB as well.
You can not put yourself in a position to judge what is good and what not good for me as a resolution. It's my time- not yours. I was damaged- not you. In addition, HairClubForMan lied they had contacted me.
This was just a travesty of a process, more loost time- but- one coould expect that too. Seems BBB exists to protect busnisses rather then consumers. Probably you protect consumers only in a situation when it's overwhelmingly clear and dangerous for consumers. Yes, this was a small case- nevertheless, I was damaged with unprofessionalism, fake inadequate attempts at resolving.
Good luck BBB!
We know who we are dealing with.
Initial Complaint
Date:11/04/2024
Type: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.
The ********* agreement I signed on 5/11/24 was breached for lack of staffing when I was transferred to a Center in another state. The other agreement I signed on 6/20/24 was also breached because HC did not have the correct sized hair system for me from 5/11/24, until October 2024. I prepaid $1,600 for the purchase of three hair systems and would pay for salon service throughout the contract term; total payments to date $2,144; contract price $,3,676.From inception of the contract till August when I quit the contract, I continued to wear toupee (measurements of 1/2 and 3/4), hair system of wrong size, wrong color and wrong texture that did not reflect or befit me. HC continued to tell tale about the order for my full One Customized Measurement giving supply chain excuses that started during COVID. The Sales Manager apologized and said HC doesnt always get it right the first time but will fix the problems. In July 2024, I vehemently requested a supervisor to remeasure the full One Customized Measurement. During the remeasurement, I was assured of getting it right this time. The order was placed. In response to my concern that it would be impossible for me to receive the three hair systems I purchased by end of my contract, the Center Manager verbally assured that I would receive the value I seek because he would not stick to the contract renewal date of 12/14/2024. I told him his good gesture would be welcome if written. On 9/25/24, I was informed that the correct sized hair had shipped. On 10/9/24, I was informed that one correct-sized hair system was ready for me.Between 08/29/2024 and 10/09/2024, I complained and requested a refund from multiple HC personnel. Ultimately, they said the Regional Vice President of Sales will reach out to me when she returned from leave. Till date, she has not reached out to me.N.B.: I will be out of the country from 11/15/2024 through 11/30/2024.Business Response
Date: 11/14/2024
Thank you for forwarding Mrs. ******** ******* complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 12/02/2024
For public reporting, please post HC's response to my complaint so I can respond. Thank you.Customer Answer
Date: 12/02/2024
In the attached letter, you indicated that ********* provided a formal response to my complaint. I do not see the formal response. Please post the formal response for my feedback. Thank you.Customer Answer
Date: 12/03/2024
Better Business Bureau:The response did not call for my reply. It's only an acknowledgement of my complaint. However, I just got off the phone with Hair Club. They will give me a refund and I will sign a form to clear my complaint.Best regards,******** *****Initial Complaint
Date:10/01/2024
Type: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 signed up for Hairclub in August under the belief I was going to get these in spa treatments and hair products to take home such as shampoo/ conditioner and follicle spray, that would balance out the ** levels of my scalp. When I had my first in spa treatment and used the take home products that week I had a very bad reaction on my scalp. (It fell like there were cuts and scabs all over my scalp.)I reached out to them immediately and told them I didnt think this part of the program is right for me. They got back to me two weeks later saying that I should continue the treatments and this happens sometimes.. I am terrified to go back to any of their products. I am paying them $4376.32 for products that I cannot use!Business Response
Date: 10/12/2024
Thank you for forwarding Mrs. ***** *********** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 10/13/2024
Complaint: 22365433
I am rejecting this response because:
Hair Club for Men has not resolved the matter.
Sincerely,
***** *********Business Response
Date: 10/18/2024
Thank you for bringing this matter to our attention. After conducting a thorough investigation and discussing the situation with our centers staff, we are pleased to report that we have reached an amicable resolution with ***** *********.
Our goal is always to provide our clients with an exceptional experience. We take every concern seriously and strive to work with each individual to ensure satisfaction with their services and journey toward achieving their desired results. In this case, weve worked closely with *** *********, who has agreed to provide the center with a doctor's note regarding her allergic reaction.Based on this documentation, we are proceeding with a partial refund.
Should ************ have any further questions or require additional support, we encourage her to remain in contact with our center manager, ********* ******,at ********************* We are committed to resolving any outstanding concerns and ensuring she has a positive experience moving forward.
Customer Answer
Date: 11/04/2024
Hello,
this case was resolved to my satisfaction. Thank you!
Initial Complaint
Date:09/16/2024
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.
Went to Hair Clue **************************************** Had a face time conference with ******** and **** on6-6-24. I showed ******** where I wanted REAL hair and wanted it to flow back into my ponytail ******** told Felicity what to do. Felicity measured my head and I made it clear I didnt want a topped. Hair came in 7-31-24 and it was a topper Felicity said dont worry I have to do a little cutting and adjustment. First off it wasnt long enough then she tells me the clips only come in gray and ***** well that wasnt going to work because my hair is WHITE as snow so all the clips show through my hair . This was over the weekend so couldnt reach anyone until Tuesday 8-6-24. I FaceTime ******** the next day and showed her the hair and she oh no thats no right you paid too much money for that let me call Felicity and Ill get back with you after that she would not answer my calls or text ever time I left her a message she had Felicity call me back . The last time I spoke with Felicity she called me a liar and I said excuse me and she said you heard me you are a liar and I just hung the phone up. Ive been trying to get a phone number to get someone who has the authority to help me but cant seem to find there customer service phone number I dont think they have one!!!!!Business Response
Date: 09/26/2024
Thank you for forwarding Mrs. ***** **** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.Customer Answer
Date: 09/26/2024
Complaint: 22290218
I am rejecting this response because:
They havent done anything yet!
Sincerely,
***** ****Business Response
Date: 09/30/2024
Thank you for bringing **************** rejection to our attention. We take all feedback seriously and are committed to addressing any issues thoroughly. Our team has already been in contact with Mrs. ***** and we are currently conducting a detailed investigation into the matter. This process involves reviewing all relevant information, including records, communications, and any other pertinent details.
At this time, we require a bit more time to complete this investigation. We assure you that once it is finalized, we will provide a comprehensive and transparent response addressing all the concerns raised.
We sincerely apologize for any inconvenience this delay may cause and appreciate your understanding and patience as we work to resolve the situation.
Thank you for your continued trust in our company.Customer Answer
Date: 10/01/2024
Complaint: 22290218
I am rejecting this response because:
They have not come up with any solution!!
Sincerely,
***** ****Business Response
Date: 10/04/2024
We appreciate the opportunity to address Ms. ****** concerns and provide further clarification.
We understand that Ms. **** is dissatisfied with the outcome, and we regret that our initial attempts to resolve this situation have not met her expectations. However, we would like to highlight the following steps we have taken in good faith to address her concerns:
* Efforts to Reach a Resolution: Our team has been in regular communication with Ms. **** through weekly calls to resolve her concerns. During these conversations, Ms. **** agreed to give us another chance to meet her expectations. We are actively working with her to ensure a positive outcome.
*Additional Options and ******************* To ensure her satisfaction, we have offered several options. These include providing Ms. **** with an additional head of hair (her custom order), which is currently being customized to meet her specific requests. Once the customization is complete, we will schedule an appointment for ************ to receive service at our ***************
* Refund Policy: As we have explained during our previous discussions and as outlined in her signed contractual agreement, Ms. **** is not eligible for a refund. Our decision remains firm, as the signed contract clearly outlines the terms and conditions.
While we understand Ms. ****** frustration, we remain committed to resolving this issue and providing her with the service she deserves. Our goal is to ensure that her experience meets our high standards of quality and satisfaction.
Should Mrs. **** have any further questions, we encourage her to stay in contact with Regional Director of Operations ****** ***** ********************** additional support.
Best regards,
Customer Answer
Date: 10/04/2024
Complaint: 22290218
I am rejecting this response because:
They didnt have offer a solution ****** was going to call me back 10-1-24 I havent heard from her with a solution!!!!!
Sincerely,
***** ****Initial Complaint
Date:09/09/2024
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 the *********** IL location and they recommended some sort of hair piece. This process costs over $4000.We authorized it, they guaranteed they could match my texture (he is bi-racial), color, and style as requested in the picture i provided. Fast forward, I had a fitting and a cut. Upon, leaving I was extremely unhappy. The hair was not the same texture, it was not the same color, essentially it looked like a cheap toupee.I had a follow up appointment the next day and the stylist removed the piece and shaved the rest of my hair. Making the comment that we were correct, nothing matched. We were advised a manager would need to address the refund. Fast forward to last week, she tells me that i cant get a refund and asked if i wanted to try the surgery. Mind you, i am 20 years old. Originally they advised me surgery isnt good at his age, now because I am unhappy with their results that were guaranteed, that is something i should try? Absolutely, not. I attempted to reach out to corporate and I have not received a response. I am requesting a refund as their guarantee was not met and it was absolutely the opposite of what I expectedBusiness Response
Date: 09/12/2024
We have received and reviewed Mr. ******* complaint regarding his service on 08.22.2024. Below is a detailed outline of the steps we have taken to address his concerns:
Initial Service (08.22.2024): Mr. ****** received a new style application. At the end of his appointment, he expressed to his stylist, ****, that he was happy with the results, although he mentioned some "shock" from having hair again. **** reassured him that these feelings were normal and explained that his follow-up services would help address any concerns.
24-Hour Checkup (08.23.2024): Mr. ****** returned the following day, expressing concerns about the color and texture of the hair not matching his natural hair. **** offered to adjust the color and texture or apply a different head of hair. Mr. ****** declined both offers and requested the hair to be removed.
Refund Request (08.28.2024): Mr. ****** requested a refund. I consulted with ******** ********, his sales consultant, who then reached out to him on 09.04.2024 to discuss available options under our "Guarantee of Satisfaction" (GOS). ******** explained that a refund was not available as per the signed agreement and offered alternative solutions, including surgery or an EXT system, which Mr. ****** also declined.
Further Follow-up (09.04.2024): ******** also offered to redo the original style application, which Mr. ****** declined. Their conversation concluded with Mr. ****** stating that he would like to think about his options.
Attached to this email are copies of Mr. ******* signed agreement and a screenshot of the notes from his profile for your reference.
Should Mr. ****** have any further questions, we encourage him to stay in contact with Regional Director of Operations ****** ***** ********************* for additional clarification and support.Best regards.
Customer Answer
Date: 09/12/2024
Complaint: 22261947
I am rejecting this response because:I will not accept this response as there is no satisfaction guarantee when you do not have an option that is suitable for my needs.
Your consult already advised that surgery was not an option and there is no other services you offer worth the fees I paid for your guarantee.
Sincerely,
****** ******Customer Answer
Date: 09/12/2024
I would like to add under the contract attached, it states if you are not satisfied, 50% will be refunded. I attempted to reach out the contact that was provided on the complaint response, however I received a response advising you are only willing to communicate through the better business bureau going forward. I have attached the communication for reference.Business Response
Date: 09/18/2024
We would like to clarify the following points regarding his concerns:
Satisfaction Guarantee: As part of our Guarantee of Satisfaction (GOS), we offered Mr. ****** several alternatives to ensure his needs were met. These included a style adjustment, the option to try a different system such as EXT, and even surgery. While Mr. ****** was informed that surgery may not be suitable based on his consultation, it was still presented as a possible solution under the **** We regret that these options did not align with his preferences.
Fees and Services: The fees associated with our program include ongoing care, adjustments, and tailored solutions. We strive to ensure the services provided align with our clients goals. While we understand Mr. ****** does not find the current options suitable, we are committed to working with him to explore further possibilities under our service offerings.
Refund Policy: Per the signed agreement, a refund is not available. This policy was explained to Mr. ****** during his initial consultation, and our decision remains that no refund is due.
Our primary goal is Mr. ******* satisfaction, and we remain open to further discussions to find a suitable resolution that aligns with his expectations.If Mr. ****** has any further questions or concerns regarding this decision, we encourage him to contact ****** *****, our Regional Director of Operations directly at ********************** We are committed to providing additional support addressing any inquiries he may have.
Customer Answer
Date: 09/24/2024
Complaint: 22261947
I am rejecting this response because:In the initial consultation I was also guaranteed a hair and texture match which in fact can not be provided by your company. You provided a falsified information to ensure the contract was signed. Which your company should be ashamed of.
Includes in my previous respond, the person you keep referring me to infact advise me to communicate through the BBB.
Sincerely,
****** ******Initial Complaint
Date:09/08/2024
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.
On Feb 2022 I upgraded via contract for hair pieces at over ***** per month. Hundreds of dollars more than the previous plan. I did not receive the correct hair pieces over 4/5 times from Feb 2022 to today. Business gave constant excuses of supply chain issues since Covid. The Business never notified me of this ongoing issue when I upgraded and signed contract. I sent over 6 emails with roughly 30+ photos as clear evidence. **** ****** the Regional Manager proved he did not take the time to look at the photos when he claimed they should be time stamped. The multiple emails to **** clearly proved they were time stamped. **** also incorrectly stated I received the correct hair prices since the upgrade after he later contradicts himself by acknowledging a supply chain issue and that ********* cannot guarantee the hair pieces will be the same. I upgraded and paid thousands in extra payments for nothing. I asked **** to provide the order history with the specs of the hair pieces so I can compare the order history with the specific hair pieces by date. He denied allowing me to audit. This proves ********* isnt transparent with their customers. There was 0 evidence supplied by **** ****** that the hair pieces since feb 2022 were correct. So which is it? Is it supply chain issue or not? How do we know?You cant. Because ********* isnt transparent with the their customers. The impression is that ********* provided inferior products and pocketed the difference.This office sees extreme turnover. **** ****** showed absolutely no remorse and was extremely condescending which appears to be a coverup for their mistakes. The emails I sent to **** are clear and undeniable proof ********* isnt truthful with its customers.Business Response
Date: 09/16/2024
Thank you for forwarding Mr. ***** ****** complaint to our attention. We appreciate the opportunity to investigate his concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.
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