Complaints

This profile includes complaints for Hair Club For Men, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hair Club For Men, LLC

  1499 W Palmetto Park Rd STE111 Boca Raton, FL 33486-3328

  
• 

  Hair Club for Men, LLC

  10370 Richmond Ave Ste 200 Houston, TX 77042-4187

  
• 

  Hair Club For Men

  151 N Eagle Creek Dr Ste 300 One Fountain Plaza Lexington, KY 40509-1893

  
• 

  Hair Club For Men LLC

  7800 E Orchard Rd Ste 370 Greenwood Village, CO 80111-2550

  
• 

  Hair Club For Men, LLC

  106 Highland Way STE 211 Madison, MS 39110-6929

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:05/06/2024

  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.

  Dear ***/*****,I am writing to express my dissatisfaction with the services I received from Hair Club for Men, particularly at the *******, ** site. On November 28, 2023, I underwent a consultation via Zoom with a representative located in *********, **, during which I was promised services and products including six hair toppers and eleven hair salon visits.Despite these promises, my experience with Hair Club for Men has been overwhelmingly disappointing. Following my initial hair topper, cut, and color, I found the topper to be excessively large and the cut poorly blended. Despite assurances from the stylist that the next topper would fit better, I encountered further issues. After a short period of wear, the color of the topper began to fade and take on an undesirable grayish tone.On January 31, 2024, I had an appointment with **** for washing and treatment, during which I was attended to by another stylist named ******. ****** attempted to match the color of my hair to the topper, but the result was far from satisfactory; the color turned out to be a white hue with an orange tinge. Subsequent attempts to correct this color only exacerbated the issue,leaving me with orange hair and a scalp that was irritated and inflamed. Before I visited ************** my hair was a healthy natural blonde color, and now is very dry and damaged. Despite numerous visits to the salon to rectify these problems, the results have been consistently poor. On April 5, 2024, I consulted with a supposed color specialist named ******* from AZ, who bleached my hair in an attempt to address the issue. However, after five hours and two attempts, my hair was still tinted orange. Furthermore, I experienced significant discomfort, with my scalp feeling as though it were on fire.Following discussions with the manager, *********, and subsequent communication with corporate representative ****** via Zoom, I was offered a partial refund of $2805.00 or $2000.00 along with a second topper, contingent upon agreeing to a gag order prohibiting me from discussing or seeking legal recourse regarding my experience. The full price I paid for six toppers was $4497.00 with eleven salon services.I find this offer inadequate given the extent of the issues I have faced and the impact they have had on both my hair and overall well-being. The integrity of my hair has been compromised, resulting in dry, brittle strands, and a color that remains incorrect despite numerous attempts to rectify it. Additionally, my attempts to communicate with Hair Club for Men via phone and text have been met with unresponsiveness and broken promises.Therefore, I am requesting a full $4497.00 refund, which I intend to use to seek the services of a reputable color correction specialist who can address the damage caused by Hair Club for Men.?I trust that you will take prompt action to address this matter and provide me with the resolution I seek. Please contact me at your earliest convenience to discuss this further. I urge anyone seeking help with their hair not to use ********** Customers will be highly disappointed with the services and broken promises. #************ Thank you,*****************************

  

  Business Response

  Date: 05/13/2024

  Please note that this client signed our Membership Agreement on 11/28/2023 and began her ******** services on 12/13/2023 - receiving her first custom hair piece on 1/4/2024.
  
  On 2/3/2024 this client called into the Seattle center and informed our staff that she had gone to an outside salon for color services and was unhappy with her hair color. She requested that the front desk schedule her for a complete foil (highlight session) of her hair. While it is outside policy to attempt to correct outside chemical services, the Seattle center did want to address the client's concerns. 
  
  At that time, the client was scheduled to come into the center on 2/3/2024 and have a member of our stylist team evaluate her hair. Our staff noted that her hair appeared damaged from the most recent coloring and, rather than completing the foil service the client requested, gave the client a 60-minute Deep Conditioning treatment to help the health of their hair.
  
  Following that date, our staff has attempted to appease this client by servicing them on 2/27/2024 (90-minute *************** 3/9/2024 (90-minute ******************* and 4/5/2024 (180-minute Partial Highlight). 
  
  In summary, our staff has serviced this client four times following the chemical services she had completed by an outside salon. On 4/6/2024, despite not qualifying for a return based on the Membership Agreement the client signed, a refund was offered to this client.
  
  This client was not presented with a "gag order" but rather our standard Refund and Release agreement that is policy for all clients to sign - this formally ends the consumer relationship and any previous contracts. 
  
  HairClub is still willing to offer the refund of $2,805 to this client; however, simply need her to sign, and return, the Refund and Release Agreement that she was given. 

  In case that ********************************* has any further questions or concerns, we invite her to remain in contact with The Director of Sales ********************* ********************* or The Regional ************************************** *********************** to discuss. We are committed to our client satisfaction.

   

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21675910
  
  

  To whom it may concern the BBB/********* . I am devastated with how Ive been treated by ********** I do not want anybody else to go through what I have gone through with the Seattle branch. I have spent a lot of money for the worst service Ive ever had. I originally came to ********* to give my hair a break with a hair topper. It was full service. I spent a lot of money. I asked for a few foils To balance out my gray hair. Hairstylist decided to give me a toner which she screwed up and bleached my hair out an orange color that was hideous that did not match my topper. manager came in everybody was apologetic and they said they would fix it. I sat in that chair for six hours as she applied another Application of bleach same color head on fire. I was devastated.  I went to a hair specialist after that which tone down the bright orange ugly hair that I had. The Seattle center theyll take your money, but they dont have the staff to take care of you or the expertise. After numerous visits to ********* to fix my color, I decided to part ways with them because *******, the hairstylist said that she is not a hair color specialist. Shes restoration specialist. She hugged me and said dont let them do this to you. speaking with the Director of ********** She mocked me and ordered me to sign a gag order. If I wanted Half the money back that I spent which was well over $4000 they know what they did to me and theyre lying. I was supposed to get six toppers full service. I got one topper and theyre only going to give me half my money back and they fried my hair.  Im spending a lot of money at specialist to keep my hair from falling out. Also, the hair topper they did not disclose that those clips will give you bald spots! It will pull your hair out!  

   

  Also, my Original hairstylist ************************* she works at salon KERIZMA She has my hair notes that shows that shes only has done a few foils on my hair to cover up my gray. And Ive always been happy with her service. So ********* made up the story that I was unhappy with my hair before. I would love to see a declaration from the people that work for hair club that worked on my hair. Im sure theyre not liars.

   

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

  

  Business Response

  Date: 08/19/2024

  This client signed our Membership Agreement on 11/28/2023 and began her ******** services on 12/13/2023 - receiving her first custom hair piece on 1/4/2024.
  
  On 2/3/2024 this client called into the Seattle center and informed our staff that she had gone to an outside salon for color services and was unhappy with her hair color. She requested that the front desk schedule her for a complete foil (highlight session) of her hair. While it is outside policy to attempt to correct outside chemical services, the Seattle center did want to address the client's concerns. 
  
  At that time, the client was scheduled to come into the center on 2/3/2024 and have a member of our stylist team evaluate her hair. Our staff noted that her hair appeared damaged from the most recent coloring and, rather than completing the foil service the client requested, gave the client a 60-minute Deep Conditioning treatment to help the health of their hair.
  
  Following that date, our staff has attempted to appease this client by servicing them on 2/27/2024 (90-minute *************** 3/9/2024 (90-minute ******************* and 4/5/2024 (180-minute Partial Highlight). 
  
  In summary, our staff has serviced this client four times following the chemical services she had completed by an outside salon. On 4/6/2024, despite not qualifying for a return based on the Membership Agreement the client signed, a refund was offered to this client.
  
  This client was not presented with a "gag order" but rather our standard Refund and Release agreement that is policy for all clients to sign - this formally ends the consumer relationship and any previous contracts. 
  
  HairClub is still willing to offer the refund of $2,805 to this client; however, simply need her to sign, and return, the Refund and Release Agreement that she was given. Please see attached release example for future reference.

  In case that ********************************* have any further questions or concerns regarding her refund, we invite her to reach out ********************* to discuss "*******************".

   

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21675910
  
  To whom it may concern BBB/*********  this will be my Third rebuttal. The first picture Shows my appointments with salon, karizma stylist, ************************* my last haircut and partial foil was 7/7/23 she does amazing work. The second picture is me Before they fried my hair. I was due for another foil since I paid $4497 for service from ********** I figure might as well get some foils from these guys since they said they were a full salon and they are professionals. The fourth picture is a description of what they were going to do for me that day as you notice it said foils. But apparently, ****** thought this was a good day for her to fry my hair. ****** came in and said lets put a toner on your hair. Talking with ****** I mentioned *** never had this before and she said its going be great. I told her my head feels like its on fire. She Said the Toner is doing its job. ******************** the toner out of my hair, leaving me with bright orange yellow hair. I freaked out ********* the manager came in. My original hairdresser ****, came in and said oh s*** were going to fix this. So ****** put some more toner on my head and ended up with a picture number Four the same bright yellow orange hair..That looked nothing like my original hair or the topper that I got from ********* I spent six hours in that chair that day total of over 22 hours going back-and-forth to ********* to try to fix my hair, But left me with frail orange hair .I asked corporate that I wanted to go to a hair color specialist they told me they would not pay for it.*********, the manager said they have a color specialist so She flew in ******* from ******* she attempted four different times with more hair burning products to fix my color at the end she told me she is not a Color specialist she is a hair restoration. She hugged me. She said Im sorry dont let them get away with this and good luck to you. If I wouldve known that, she wasnt a color specialist I would never have let these people touch my hair . Now I have to deal with my fragile hair. Everything Ive said is true. I realize ********* does not care. Im going to Sign their gag order and get half my money back for One of the worst experiences Ive ever had to go through. Im still going to send this to the attorney general. *** learned a hard ****** Do your research.!!! Sincerely, *****************************
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/16/2024

  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.

  On 1/16/24 I went to a free consultation with my husband. They took blown-up photos of my balding scalp, which were disturbing. This was a tactic used to make us vulnerable to their deceptive consultation. We were told that I would receive a 1 1/2-hour Treatment once a mo. for 18 **. The salesperson convinced ** this was the best option and would Guarantee my hair growth. We asked for details for treatment but were never given specifics. She promised when I went to the 1st visit they would explain. She gained our trust and avoided our questions. I was completely dissatisfied on the first visit and realized the deception. I DIDN'T receive the "promised treatment". I received a shampoo conditioning with heat lamps. Their "best" technician was unprofessional by leaving the room and was interrupted several times. The tech said they use natural products but the smell was overwhelming and my scalp was irritated for a week. My hair felt drier and more unhealthy after my so-called "Treatment". I immediately put my hat on and left in disgust. I was upset and could not imagine going back there for 18 mo. The deceptive business practice prays on vulnerable people. The salesperson made it seem they have special treatment since they specialize in hair restoration costing $6000. I was a licensed hairdresser and esthetician for 20 years so I know what a shampoo and conditioning treatment does. We weren't given the specifics for the home care either. She avoided the question. What I received I could easily buy OTC.I contacted management after the 1st visit to let them know I was dissatisfied with the service and business practices. She sent me back to the person I was complaining about which is horrible customer service. Overall...Deceptive information during consultation, unprofessional/horrible service, skin irritating products, Purposly lacking details, and avoided questions were deceptive. How can someone prepay for a service they have never experienced? Fraudulent practice!!!

  

  Business Response

  Date: 03/19/2024

  Thank for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with The Director of Sales *********************.

  On 1/16/2024, ************************* and her husband attended a consultation at our *********** location. A Trichoview analysis (where we examine photographs using an in-depth microscope of various locations on the scalp) was completed for the client - which the consultant is certified in;however, the reasoning for this is to examine the client's scalp/hair health and determine the best course of action for the client. At HairClub, we value basing our services of scientific reasoning, along with accounting for client lifestyle and preferences. 
  
  During that meeting the consultant, ******* and her husband all agreed that the best course of action would be to attempt to repair the client's hair through our *** Program. 
  
  Not only was the *** program described to this member during the consultation, but she also signed a Membership agreement on 1/16/2024 - where the details of the program are described under Section 3 (labeled *** ****** Services). Please see attachment.
  
  Our *** program utilizes patented products and is not something that can be described as a "simple shampoo and conditioning treatment." The products that we use are helping thousands of our members,nationwide, achieve hair goals. In fact, we utilize the same Trichoview analysis (that this client mentioned) throughout various points in their program to show client's their exact regrowth - down to the mm diameter changes in specific hair strands. 
  
  Now, I would like to offer this client a "restart" to their program and would like to schedule them with another specialist who can be of assistance. I do want them to understand the take-home kits (as they are vital to their success) and would like to ensure she has an experience where she does not feel rushed.  

  In case that ***************************** have any further questions, we invite her to be in contact with ********************* ********************* to discuss. We are committed to our clients satisfaction and look forward to continuing to our clients.

   

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21443325
  
  I am rejecting this response because:

  As stated in my complaint, the sales person was misleading and did not explain the treatment. If I had the specific information I would not need to file a complaint. I think they purposely scheduled my first appointment a month later so I couldn't change anything. I did not receive any details about Treatment until that 1st visit (a month later) which was awful. In the consultation they used blown up photos and tactics to make me feel vulnerable so I trusted them. I no longer believe anything they tell me after this experience.  

  I truly cannot trust ********* to help me. This is why I came to the BBB. Thank you for your help with this matter. 

  I was told that the "technician" was their "best" and was a manager. If that is their best how can they offer me anything better? This company cannot help me at this point. I am not comfortable trusting them with my scalp. I read other reviews where customers lost all their hair due to poor staff. I do not want to take a chance that they could damage my scalp more. 

  I was told misleading information from the beginning and I do not want to do business with this organization due to its fraudulent, tricky business practices. I explained this to their manager and she told me to talk to the sales person for a resolution. The same person I was complaining about, this is poor customer service and did not address my concerns. 

  I was given vague, false information!! The 1st visit consisted of a shampoo, condition and blowdry, which was awful. It took an 1 1/2 for my hair and scalp to feel worse than when I arrived. I had an allergic reaction to the products. My scalp was itchy and felt horrible for days. My hair felt dry and worse than when I arrived. I could not wait to leave. I was so embarrassed I put a hat on my head. Also, parts of the technician's station were not even clean. This was disappointing as well as unsanitary. My scalp was irritated for days and I could not use any of the recommended home products. I tried to return them and they should not take them back (even within the 30 day return policy stated on the site). 

  I appreciate your help. 

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

  

  Business Response

  Date: 03/28/2024

  I would like to clarify that Hairclub does not use enlarged photos to attempt to defraud clients. The consultant that assisted ******* is certified in Trichology (which is the scientific study of the hair and scalp).We train our consultants in this to ensure we are giving educated advice to address their specific needs - as there are many causes of hair loss. 

  
  Not only was the treatment plan described to the client, but the program is also clearly laid out in the Membership Agreement that ******* signed on 1/18/2024 - please see under Subsection 3: Description of *** Client Services.
  
  Hairclub does take these complaints very seriously and I coordinated to have one of our employees in the *** Team (those who train our specialists) fly in for a surprise inspection of the center. That employee reported that the center was clean and within standards. I do understand that ******* does not seem to care for the stylist she was scheduled with, and this is why I have offered to "restart" her program and ensure she is scheduled with someone she is more comfortable with - I want her to feel valued and comfortable as she goes through this process. 
  
  If ******* agrees to this, I can also ensure that a new trichoview analysis and sebum swap are completed of her scalp to ensure that we are picking the best product kit for her specific needs.
  
  In conclusion, the consultant is trained and certified in Trichology (which is the scientific study of the scalp and hair) and the benefit details within the *** program were discussed during the consultation and clearly described in the Membership Agreement that the client signed. We are willing to offer this client a restart to their program with a new stylist,however, they do not qualify for a refund. 

  In case that ***************************** have any further questions or concerns, we invite her to remain in contact with The Director of Sales ********************* to discuss. We are committed to our clients satisfaction.

  Customer Answer

  Date: 04/04/2024

  Dear Representative,

  I am having a hard time communicating to this company. I do not understand how affected we have been from this ordeal. This company is still refusing to refund me for a service I did not receive and do not want due to the products irritating me and the unscrupulous business practices. I will reject the offer they sent today. Is there anything else you can do to help my husband and I?

  Kind regards, 

  *************************

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21443325
  
  

  Dear Representative,

  I am having a hard time communicating to this company. I do not understand how affected we have been from this ordeal. This company is still refusing to refund me for a service I did not receive and do not want due to the products irritating me and the unscrupulous business practices. I will reject the offer they sent today. Is there anything else you can do to help my husband and I?

  Kind regards, 

  *************************

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

  Customer Answer

  Date: 04/04/2024

  Despite your efforts to rectify the situation, I still decline the offer to restart your program. My decision to seek a refund is not solely due to the stylist. There were multiple factors contributing to my dissatisfaction.
  Firstly, there was a notable inconsistency between the information provided during the consultation and the experience. I was not told I would get Minoxidil. I informed the salesperson that day that I had already used this before. She could have mentioned what products are used for this service, but instead, I was told I would get this info on the 1st visit. This discrepancy left me feeling misled and deceived. I am uncomfortable continuing with your business and lack trust in its commitment to my best interests. I feel the company has unscrupulous business practices. If you genuinely care about your clients and take complaints seriously, you should acknowledge the importance of experiencing products and services before committing to them. You would have no problem backing up what you have to offer with a money-back guarantee. (Any confident company would). The first appt was scheduled a month later after consultation. It is as simple as you test drive a car before buying. 
  Secondly, the adverse reaction I experienced, such as an irritated scalp/dry hair indicates that the products or treatments are not suitable for me. As someone allergic to certain ingredients in hair care products, this is a significant concern. Offering to restart the program overlooks my clear indication of a negative reaction to your products. The salesperson gave the impression that this was a unique hair treatment. They never explained details just called it  The Treatment.
  While I prefer that we find a resolution I will not hesitate to escalate this matter to social media, complaint boards, or the Attorney General, etc.
  
  

  Customer Answer

  Date: 04/08/2024

  I would also like to add I felt un duress during this consultation. I was extremely vulnerable and this is why I feel that this business can use this as a way to have people sign contracts before even having an experience of the service or products. I would have perfectly willing to pay for a service and product I felt was fair and reasonable.

  

  Business Response

  Date: 04/11/2024

  HairClub have been actively engage in trying to resolve this case. Unfortunately ***************************** rejected the offer to restart her program with the a new stylist.
  

  Our consultants are trained and certified in Trichology (which is the scientific study of the scalp and hair) and the benefit details within the *** program were discussed during the consultation and clearly described in the Membership Agreement that the client signed. We are willing to offer this client a restart to their program with a new stylist, however, they do not qualify for a refund. 
  In case that ***************************** have any further questions or concerns, we invite her to remain in contact with The Director of Sales ********************* ********************* to discuss.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21443325
  
  I am rejecting this response because:

  Your company keeps offering the same response. How can I RESTART a program that I had an allergic reaction to? This makes absolutely no sense at all. This is not about the stylist. This is about the business practices and the products. I cannot continue a program that made my scalp itch and I reacted negatively to the products. They have a strong synthetic aroma and I am allergic. I was not told that I would be given Minoxidil at the consultation. Nor was I given a sample of the shampoo, conditioner etc. I was told these were natural products. I use natural products all the time without a reaction.

  I have worked in high end salons for many years and have many clients and coworkers that I am willing to share this experience. I have left this off social media in hopes for a peaceful resolution. I have asked this for some time. 

  I was always willing to pay for any services I have received, although negative and any items I received. I do not think I should pay for a service that is supposed to be for a year and a 1/2 that I cannot do due to my reaction.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/17/2024

  Dear Better Business Bureau, 

  I noticed you closed my case, but I truly do not feel this is resolved. This business refused to help me with my issue.  I had an allergic reaction to their products and they used unscrupulous business practices from the start. I was completely misinformed at the consultation and after the first visit I realized I was deceived. I have been willing to pay services and products from the 1st visit, even though I could not use them since they cause a negative reaction to my scalp and hair. Once I experienced them in the office I never open them. I offered to return them unopened and they refused.  I have only asked for a refund for services NOT rendered. I am willing to take this to the Attorney General and ************* Please tell me if you can help. I truly appreciate your expertise. 

  *************************;

• Initial Complaint

  Date:03/04/2024

  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.

  On September 21, 2023, I went to the hair club for an assessment of my hair problem. I was told that my hair would not grow back in the mold of my head. I was measured for a permanent wig. They took my measurements and I chose a style of hair that I liked. I was informed that this hair would be made for me and it would take about 6 to 8 weeks to complete. I paid them by bank card $4,584, which they readily took my money. In mid November I called to find out the estimated time for this special wig to be completed. I never got a response to my inquiry. No one ever calls, emails, or text me with any details and to explain why this was taking so long to complete. In January 2024, I was finally able to talk to a real person and they said it would be another 5 weeks to complete. As of today I have not heard from anyone at this business. I am a 72 year old senior citizen living on a fixed income, I cannot afford to give away this much money and do not get anything in return. I want them to return my money to me. I no longer want this wig they were suppose to be making. They should not be taking advantage of me because of my age. They have a terrible customer service issue.

  

  Business Response

  Date: 03/07/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for ***************************.
  
  In case that *************************** have any further questions, we invite him to remain in contact with The General Manager ************************* ********************** or with The Director of Sales ********************* ********************* to discuss. We are committed to our clients satisfaction and look forward to continuing to work with the client.

• Initial Complaint

  Date:02/23/2024

  Type:Billing 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.

  Knowingly, charged credit card without having the service! Then said, if I report it, they will drag it out for months! I feel their intention is not to help you, but to zap your card...

  

  Business Response

  Date: 03/04/2024

  Thank you for forwarding Mr. ********************* complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear Mr. ********************* is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair 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.

  Went to get consultation for hair club in ************* ** she took pictures on my scalp I said that I am currently taking prp for my scalp I want to continue that rest of my life she said no problem when ever you go for prp we will remove your hair piece and you can go and I asked I need part on my hair piece she showed picture and said you will get part and talking about my family how many kids you have etc to convert my direction not ask too many questions I didnt know that time now I realize all sales trick like you want coffee or ******* then I gave full payments and my first visit the lady with no experience she put hair piece and put lots of glue and pain my head after she put the hairpiece she was cutting with no experience and came home all hair piece was sticking on my head because she was cutting with no idea then went there second time with different hair stylist she was taking of that hair piece by putting some liquid she was pouring on my head and ears she didnt even mentioned what kind of liquid no sorry nothing after I asked what liquid was that just saying mineral oil etc then sorry then she put different liquid no idea what is that if you go professional place for facial etc each time they apply anything they tell what they applied and ask are you sensitive for anything etc here nothing First **** she doesnt understand English how do I will communicate and Second **** said if you shave head front your hair will stick good and convince me to shave and I didnt know these all no experience in this area and she said one Indian lady her name some ***** she saved her head do you want to talk to her etc by convincing to shave and I came ho e and told to my family all yelled and against to shave our religion only if some died or god sacrifice those reasons only shave they lied first consultant lady she said I can go for prp I asked her millions time now I dont go to any appointments I want my back and this business is so fraud lie and dirty sink hot sick went to dr hot respiratory virus f from there

  

  Business Response

  Date: 03/04/2024

  Thank you for forwarding Ms. **** **** complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear Ms. **** **** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

  Customer Answer

  Date: 03/05/2024

  Hi there I was called from hair club and they refunded my money thanks for your help BBB

  Customer Answer

  Date: 03/06/2024

   
  Better Business Bureau:
  
  Hi there I was called from hair club and they refunded my money thanks for your help BBB

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/17/2024

  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.

  My journey with hair started back in 2022 when I met with a consultant by the name of *******************. She looked at my hair determining that I would not really be a candidate for hair transplant since my hair seemed weak. She advised that hair ******** would perhaps work for me. I informed her at that time that come January, I would be getting my hair into sistalocks and what I really would need, is simply to cover my edges which is why I had gone to them in the first place. I told her I would do this on my return from Africa perhaps around March 2023. I met with **** and she then advised that perhaps instead of the Xstrands, I should get RestorInk. I paid for the restoreink $3,199. I saw pictures of the RestorInk and I was excited to finally have edges on my forehead. I started "treatment" At the end of July 2023. The first appointment was so disastrous because the pain was excruciating. I called **** and let her know that I needed a refund and she said she would have the director call me to discuss this. Long story short, they said I would not get a refund since I had already started the process. RestorInk is supposed to give an illusion of hair. Mine looks like a horrible dye job. My forehead looks much worse than it did without anything. It is permanent. I want Hairclub to refund my money $3,199 so that I can put it towards redoing something else over this to hide the horrible job they did. I want Hairclub to be held accountable for this and not to ever mislead and misinform their clients again. I asked the technician at the end of my treatment; at what point would this look like hair, and she told me this was it. I was shocked! The technician told me it was her first time to work on a ladys edges. I am so ashamed of how I look. I was unconfident without my edges, but I feel much, much worse now because I cannot even hide this dark ink. I need my money refunded.

  

  Business Response

  Date: 02/23/2024

  Thank you for forwarding Ms. ********************* complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, regional vice-president and regional director. We are disheartened to hear Ms. ********************* is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21306894
  
  I am rejecting this response because: the business has not done anything yet. I went to show the work done to their office in person and met with ******************* on Thursday 02/22/2024 at 8:30am. She took some and stated she was going to share them so they can see what they can do to resolve his. She did mention that I signed a contract,which I did. However, a contract does not mean you do not offer the service the customer paid for and that the contract dates was supposed to happen. I paid over $3000 but the job looks like a $50 job if that. ***** said they would get back to me but I have not heard anything yet. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/04/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. The Director of Sales ***************** issued Ms. ********************* a refund in the amount of $1,500,00 to the original method of payment, as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  
  In case that ************** have any further questions, we invite him to remain in contact with **********************;****************** and/or the Center Manager Kenya Bell ****************** to discuss. We are committed to our clients satisfaction. Please see attached refund contract for further reference.
  
  Thank you.

  Customer Answer

  Date: 03/14/2024

  I have not received the refund to date. I let the company know that the method they were using was not going to work since I had closed that account. They told me to contact my bank which I did and they said since I closed the account, the payment would be returned to the sender. I signed that agreement based on what it said "I would receive a refund of half of the amount I spent". I signed it thinking a check was going to be sent to me. But ******************* who was my contact at the company told me it would be sent to the previous payment I used to which I told her that account was closed. She advised that I would have to call my bank. So, all in all, I have not received this refund.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21306894
  
  
  I have not received the refund to date. I let the company know that the method they were using was not going to work since I had closed that account. They told me to contact my bank which I did and they said since I closed the account, the payment would be returned to the sender. I signed that agreement based on what it said "I would receive a refund of half of the amount I spent". I signed it thinking a check was going to be sent to me. But ******************* who was my contact at the company told me it would be sent to the previous payment I used to which I told her that account was closed. She advised that I would have to call my bank. So, all in all, I have not received this refund.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/25/2024

  Please note the following:

  On February 28, 2024 ************** signed our Refund and Release Agreement, agreeing to the refund amount of $1500 that would be applied back to her original method of payment. Please see attachment paragraph #1 one of the signed agreement. 

  On March 2nd, 2024 *******************, Center Manager, issued the $1500 refund to ************** per our procedure and the $1500 was refunded back to the ****************** original method of payment (cc ending in 0745 see attached). 

  ************** currently states that the credit card ending in 0745 has been closed.  ************** did not disclose this prior to the refund transaction or signing our agreement. ********* is unable to issue an additional $1500 refund at this time as doing so would double the refund amount.  ********* will investigate the refund transaction further through our accounting department.  If we can in fact see that the refund was not applied to the original account, we will issue a check refund. We are requesting a reasonable amount of time to complete the investigation and response, of 5 business days. We will follow through with an update by Friday March 29, 2024.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21306894
  
  I am rejecting this response because: When ******************* told me the refund was going to be sent to my original method of payment, I clearly told her that account was closed and she told me- in no uncertain terms- that I would have to reach out to my bank about that. For this company to say I did not disclose this information is a total absolute lie. ******************* should tell them the truth of our discussion.  That said, ******************* left me a message on 03/22/2024 saying her regional Director had called and left me a message inquiring what my address was that they were going to issue me a check and mail it to my address. I emailed ******************* my address to which the check can be mailed. This is very disappointing.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/15/2024

  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.

  Been with hair club for the last 5 years. Any small problem I had with my hair, they took care of promptly. In October, I had a new piece put on and the color came out pink instead of my usual color and placed an inch too high on my head because the piece they ordered was too small. I had to call for over a week and when I came in there was no new piece, they had to work with what they had. When it came time for the next replacement, the company ordered the wrong color and I was given then dark maroon hair. Despite multiple trips to lighten it, it remained a color I could not wear in public and I was forced to wear a hat at all times. Finally when I was brought in in January for another new piece to fix the issue, the color was so orange that o again have been forced to wear a hat at all times because the color is so unnatural. Despite employees agreeing with me that it is not correct, the new hair has not been received, and I have been paying $443 a month not including tip for a product that nobody will fix. In my time with this company I have paid them over ******. Yet they feel like they can continue to take my money and not deliver their product they promised. It seems like nobody cares and they are no longer holding to the standard of discretion and quality. The individuals at the ******* location have treated me well, however the company as a whole has failed me. I have included a photo of my hair in its normal color and placement, a photo of the maroon hair, a photo of the pink hair with bad placement, and a photo of the orange hair. I complained to the regional director on 2/3 and have yet to hear back

  

  Business Response

  Date: 02/19/2024

  Thank you for forwarding *************************** complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear *************************** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

• Initial Complaint

  Date:02/12/2024

  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.

  In June, 2023 I went to the offices of Hairclub in ********* ** for a consultation regarding their services. We met with ************************************* about their services. She explained the process and we purchased their Xstrands product, ***** strands. She explained that this is a synthetic product that would be attached to my own hair. On July 8th, 2023 I had my first appointment where the first ***** strands were attached. I was extremely excited to start having ****** hair again. However the excitement quickly turned into horror as shortly after the service, both the strands and my natural hair began falling out at a faster rate than ever before. To a woman this is horrifying. I began collecting the loss and at my next appointment on July 22nd, went to ******** in tears about the accelerated hair loss. I wanted to stop the services at that time from fear of losing what little natural hair I had, but ******** talked me into "starting over" and trying a modified service. In a spirt of working together, I tried. This included some scalp services and a reduction of the application of 500 new strands. Unfortunately my accelerated hair loss continued. On August 12, I had another appointment where the situation continued, and again expressed my concern. After this continued loss of hair, I decided to wait to see if the hair loss would subside if I did not continue the service. I did not return to Hairclub and in October of 2023 I reached out to ******** explaining to her that this was not working and I would like to stop services and work out a refund of the unused services. For 3 months we have been going back and forth with them offering $1000 refund, but I do not feel that i've recieved $2795 of services. I replied that I felt it would be more appropriate for those numbers be switched to a refund of $2795, and other than "corporate has not responded yet" from ********, we have heard nothing from them.I am happy to pay for services rendered, but this offer is not that.

  

  Business Response

  Date: 02/19/2024

  Thank you for forwarding ******************************* complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear ******************************* is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21277703
  
  I am rejecting this response because: There is not an offer in this complaint. 

  The company has reached out to my husband and they are discussing the issue, but they have not yet come back with a satisfactory solution to the problem.

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

  

  Business Response

  Date: 02/28/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  

  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. The Director of Sales ***** Best approved ******************************* a refund in the amount of $1897.50, as full accord and satisfaction of all claims and demands that client has or may have against HairClub. Please note that HairClub is waiting for the client to sign the refund documents that our image consultant ************************************* sent to the client on Tuesday 2/27/24.

  In case that ******************************* has any further questions, we invite her to remain in contact with ***** Best ******************** or ************************************* ************************** to discuss. We are committed to our clients satisfaction.

   

• Initial Complaint

  Date:02/07/2024

  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.

  I signed a contract with hair club in *********** ** I was told it was for 1 year and included 4 hair toppers I have lupus and fibromyalgia I had a small bald spot and I was told I would get human hair pieces and since the first time I felt like the hair was stiff and that it tangled a lot it caused me skin and scalp irritation I always made that known I was told after several appointments that there was a scalp treatment I could get and that it was included in the price how ever I only had once they removed the hair with cleaners and as a result I now am completely bald and at my last appointment they didnt have my hair piece they were suppose to put on so the manager tried to give me one that some one had cut really short on one side and long on the other when I said no the said I could wear the old one out I said no its lost so much hair that you can see the glue ring . Then the found one from another client and let me wear that one and it proved to me what I always suspected the hair that I had been given the times before were not real human hair like I was told I would get but this one was so that gave me the relief of the irritation of my skin and scalp which has been unbearable because of the cheap non human hair they were putting on me . They never kept their in of the contract I didnt get human hair I never got the color or texture I was suppose to get I never got the scalp treatment that was included in the price they said it was 1 year and 4 hair pieces and now they say it was 6 months that when I renewed it would be considerably less yet its more and now I need the hair more then ever because they shaved my hair of . Im not seeking a refund but I do think they need to give me 4 hair pieces that are real human hair like I was promised and that they need to include everything that was in the contract like the scalp treatment. I believe it Cousy me $4,500. I they had told me for six months like they say now I never would have done it as I cant pay that

  

  Business Response

  Date: 02/14/2024

  Thank you for forwarding Ms. *************************** complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear Ms. *************************** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank for your patience.

  

  Business Response

  Date: 02/19/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff,we want to provide the following information:

  
  ********** Manager ********************* spoke with ****** on Saturday the 3rd when she came in for her appointment in regard to her upcoming conversion. It was at that time she did slightly question the amount of hair along with the time frame, she states she was under the impression of receiving 4 *** within a 12-month timeframe. I advised her that she signed up for what we called the initial 6 and explained in detail what that all entails. In the moment she said she understood, and we moved forward with talking about membership options. She stated that she wanted to think it over and that she would call me the first of this week. I expressed to her the sooner the better so we can get her new hair on order ASAP.
  
  As the appointment proceeded as normal, an issue arose with the new ***, for some reason the *** was much smaller than the area that we had been covering. After further investigation the new *** that we had was actually ordered from her consultation measurements and was the first one we have received based off of her actual specs, which means the 2 previous had been priority hair orders. The NB1 specialist at this time, did not cut the *** down to her specs and proceeded to apply the head of hair based off of the priority hair specs instead of hers. The member was fine with this and claimed that she loved her new hair, and everything was peaches and cream. ****** came in for salon visits as scheduled and i would check in on her from time to time just as i do with all of my members and there was never anything negative brought to my attention, everything seemed great, and she always had a smile. Fast forward to the next new style date, at this appointment the exact same *** as the previous one was applied to ******.During this appointment, the only thing that was different was that this time the top of her head was cut down to match the dimensions of the priority *** (her reference to being bald).  This is also the cause of the issue with Saturday's appointment. The *** we had in center was the actual true dimensions that the *** should have been from the start, but due to the cutting her hair down, means it now does not fit. So being that the stylist now was super behind, we found another *** in center that per the spec sheet would have worked, so we colored to match ****** just for the stylist to go in and realize the *** was altered from the speck sheet. So, we went back and yet again and found a *** that would fit right and applied this *** to ******. The stylist that cut down her hair was not here on Saturday, so I spoke with the stylist today to see if this was a mutual agreement with her and ****** and she stated that the hair was trimmed prior to sitting in her chair. The stylist states that she went to soak off the *** and ****** said it hurt to much and to cut it off but not to cut the hair to short or shave, so stylist complied with request.
  I went back into the notes and also called the NB1 that did the initial new style and asked if she had cut ******'s hair, and she said no that ****** wanted to leave her own hair alone.Looking into the notes on the account, there is a note from a stylist in the ************* that did notate that she had cut ******'s hair an 1" from side to back.  After speaking to all the stylists that have had her in their chair, since ****** she has trimmed the *** off at every appointment,making a point to not shave it off but to just trim what needed to be trimmed to remove the ***.
  
  Also at the time of my conversation with her Saturday, ****** did mention to me about the skin irritation and I brought up Alive and she says that she has used and claims that it makes it worse, so I immediately told her to stop using the Alive and that I would reach out to the powers at be and see if there is anything else that we can suggest to help with the irritation on her scalp.
  
  In case that Ms. *************************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or ********** Manager ********************

  

  Business Response

  Date: 02/20/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we want to provide the following information:

  
  ********** Manager ********************* spoke with ****** on Saturday the 3rd when she came in for her appointment in regard to her upcoming conversion. It was at that time she did slightly question the amount of hair along with the time frame, she states she was under the impression of receiving 4 *** within a 12-month timeframe. I advised her that she signed up for what we called the initial 6 and explained in detail what that all entails. In the moment she said she understood, and we moved forward with talking about membership options. She stated that she wanted to think it over and that she would call me the first of this week. I expressed to her the sooner the better so we can get her new hair on order ASAP.
  
  As the appointment proceeded as normal, an issue arose with the new ***, for some reason the *** was much smaller than the area that we had been covering. After further investigation the new *** that we had was actually ordered from her consultation measurements and was the first one we have received based off of her actual specs, which means the 2 previous had been priority hair orders. The NB1 specialist at this time, did not cut the *** down to her specs and proceeded to apply the head of hair based off of the priority hair specs instead of hers. The member was fine with this and claimed that she loved her new hair, and everything was peaches and cream. ****** came in for salon visits as scheduled and i would check in on her from time to time just as i do with all of my members and there was never anything negative brought to my attention, everything seemed great, and she always had a smile. Fast forward to the next new style date, at this appointment the exact same *** as the previous one was applied to ******. During this appointment, the only thing that was different was that this time the top of her head was cut down to match the dimensions of the priority *** ( her reference to being bald).  This is also the cause of the issue with Saturday's appointment. The *** we had in center was the actual true dimensions that the *** should have been from the start, but due to the cutting her hair down, means it now does not fit. So being that the stylist now was super behind, we found another *** in center that per the spec sheet would have worked, so we colored to match ****** just for the stylist to go in and realize the *** was altered from the speck sheet. So, we went back and yet again and found a *** that would fit right and applied this *** to ******. The stylist that cut down her hair was not here on Saturday, so I spoke with the stylist today to see if this was a mutual agreement with her and ****** and she stated that the hair was trimmed prior to sitting in her chair. The stylist states that she went to soak off the *** and ****** said it hurt to much and to cut it off but not to cut the hair to short or shave, so stylist complied with request.
  I went back into the notes and also called the NB1 that did the initial new style and asked if she had cut ******'s hair, and she said no that ****** wanted to leave her own hair alone. Looking into the notes on the account, there is a note from a stylist in the ************* that did notate that she had cut ******'s hair an 1" from side to back.  After speaking to all the stylists that have had her in their chair, since ****** she has trimmed the *** off at every appointment, making a point to not shave it off but to just trim what needed to be trimmed to remove the ***.
  
  Also at the time of my conversation with her Saturday, ****** did mention to me about the skin irritation and I brought up Alive and she says that she has used and claims that it makes it worse, so I immediately told her to stop using the Alive and that I would reach out to the powers at be and see if there is anything else that we can suggest to help with the irritation on her scalp.
  
  In case that Ms. *************************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or ********** Manager ********************

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21263149
  
  I filed a complaint with bbb because hair club did not do what they told me they would do I was supposed to have service for a year I was going to get human hair I did not . But now Im filing a complaint because I had an appointment with hair club 3-2-24 but since I filled a complaint they canceled my appointment and are now saying since I filled a complaint I have to pay for my service of my hair piece
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/12/2024

  Please note the following:

  The ************************************** spoke to *************************** in length about her situation. He went over her concerns and the options available to her.
  
  First, we addressed the fact her hair was trimmed more than she would have liked. She did admit consenting to have her hair trimmed but was alarmed by the amount of hair needed to be trimmed to accommodate her hair system needs.
  
  Second, we addressed her appointment being canceled. I explained to ****** that she had exhausted all her benefits on her initial new business contract. Which in turn meant that since she decided not to convert into a recurring membership, there was no way to order her future hair or continue to service her.
  
  She was requesting 3 more free ************* and the services they entail for what she says was our mistake. She wants this so that she can be serviced while the trimmed hair regrows. I explained to her this was not an option. Mainly because we would have to continue to trim to provide her the look and quality she desires. Her hair will not support tape or clip in options. Plus, she did admit she was very happy with 1 head of hair she received and all the services minus the one that has led to this client concern.
  
  I reminded her that without converting into a membership her options are very limited. So,I offered her a higher-level program at the price of a lower program. She declined. I offered our lowest program at a very reasonable discounted price.She declined. I then offered to provide her a wig at no charge, which she said she would consider. I then rescheduled her for an appointment which was last Wednesday 3/6/2024, again at no charge. This appointment went well over 2 hours and had a retail value of $300 to $400. She stated she would consider her options and get back to me.
  
  She also stated she would be removing the BBB complaint because she felt the options were fair (not perfect) but very reasonable considering the situation.

  In case that ****************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************** to discuss. 

   

• Initial Complaint

  Date:02/07/2024

  Type:Order 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 have been a client of ********* for close to 17 years. I have found the services, while extremely expensive, to meet my needs until 2020 and new management in 2022. There are two primary issues I need resolved. 1. ************ requires an agreement for services, 6 sets of hair for monthly payment. During the pandemic the salons in my area closed and they were not getting new sets of hair due to shipping issues. I spent the entire 2020 year and sporadically into 2021 not receiving the product while continuing to make monthly payments. Going without the product I was paying for (which only lasts for about 2 months before falling apart) caused significant issues in my personal and professional life. During this time I called regularly about the undelivered products but I tried to understand that many of these issues were outside control of the company. When services were restored I started getting hair again sporadically at first) assuming that it was from 2020 and I had 8-9 back ordered *************. In ************************************************************************** under the current year instead of the back order. When I asked about how I would get the previous years they said we arent going back to 2020. *** spoken to the local manager, area manager and someone in corporate office over the last 1.5 years with no compensation or resolution. 2. I received a call on 2/3/24 explaining that there was a change in their contracts and pricing that they missed at my annual contract. These changes would significantly increase my monthly costs ( almost double). I explained that they would need to honor the contract I signed in June of 2023 for the remainder of the year. They said they have no record of my signed contract yet they continue to provide the product and take money from me monthly. I am not responsible that they did not save a copy of the contract, they must fulfill the remainder of the year before making significant changes.

  

  Business Response

  Date: 02/14/2024

  Thank you for forwarding Ms. *********************** complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear Ms. *********************** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience

  

  Business Response

  Date: 02/19/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff,we want to provide the following information:
  HairClub have over provided and have not charged her for any long length fee (even the previous $30).  We are happy to provide 3 more hair on her current ********** although the standard agreement only offers 4 and she has already used 3, as our last compensation to all the inconveniences over the year. However, going forward when member renews, there will be only 4 HOH based on the standard Emerald ********** together with a 50% discount of the long hair fee.  If more hair is requested, they will be available at a la carte prices or a higher membership program is recommended.
  
  2016 - 6 HOH on agreement and she used 6
  2017 - no agreement and she used 6
  2018 - 4 HOH on agreement and she used 6
  2019 4 HOH on ********** she used 7
  2020 4 HOH and she used 1 
  2021 4 HOH and she used 4 
  2022 6 HOH on agreement and she used 6 
  2023 to present no agreement so either 4 or 6 HOH and she used 3

  
  In case that Ms. *********************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or The Regional Director of Operations ******************* ***********************.

  
  Thank you.

  

  Business Response

  Date: 02/20/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we want to provide the following information:
  HairClub have over provided and have not charged her for any long length fee (even the previous $30).  We are happy to provide 3 more hair on her current ********** although the standard agreement only offers 4 and she has already used 3, as our last compensation to all the inconveniences over the year.  However, going forward when member renews, there will be only 4 HOH based on the standard Emerald ********** together with a 50% discount of the long hair fee.  If more hair is requested, they will be available at a la carte prices or a higher membership program is recommended.
  
  2016 - 6 HOH on agreement and she used 6
  2017 - no agreement and she used 6
  2018 - 4 HOH on agreement and she used 6
  2019 4 HOH on ********** she used 7
  2020 4 HOH and she used 1 
  2021 4 HOH and she used 4 
  2022 6 HOH on agreement and she used 6 
  2023 to present no agreement so either 4 or 6 HOH and she used 3

  
  In case that Ms. *********************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or The Regional Director of Operations ******************* ***********************.

  
  Thank you.