Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product does not do what the demonstration does it does not steam or straighten my hair in one swipe like advertised and the metal clips that heat up for straighting are loose does not work very well

  Business Response

  Date: 01/02/2024

  Hello,

  the product was purchased after a full demonstration. 
  the product sold is the exact same one demonstrated. Please come back to the store to compare the 2. 

  it might be a technique issue, please come back to the store and one of our associates will be happy to have a session with you to help maximize the results from your tool. 
  

  for any other concerns or warranty concerns or warranty information please contact 

  ********************************** 

   

  thank you

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am assisting my mother, who lives in *****, with her finances. She had 3 charges, totally over $700 from Pin Straight. I have been trying to get ahold of someone at the company that can assist with reversing the overcharges. My mother is retired and does not 1) have keratin treatment or 2) use expensive products on her hair. The company was initially responsive, but has gone quiet despite multiple follow ***

  Business Response

  Date: 12/28/2023

  Hello ******, 

  we have replied to your emails after Christmas weekend, after a thorough investigation to a non usual claim of not receiving the products your mom purchased frontally.

  your claim of not receiving your products was investigated with the salesperson at the mall and inventory. Your mom has made the purchase and received the products 

  we encourage you to come back to our store and speak with the salesperson with your mom and clear any misunderstandings you have regarding this and everything can be cleared out with a smile. 
  

  thank you 

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached 

   

   

  Business Response

  Date: 02/08/2024

  Hello ******, 

  ************** has surveillance footage, please contact them to get the footage of the demonstration of your Mom , who happily bought the products and left with them. 
  

  if she has any questions she can come back

  and speak to the saleswoman who sold her.

  we are a respected business. We serve dozens of customers every day, we do not do what you are suggesting and it is extremely ridiculous at this point. 

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Much like the previous complaints, I was walking in the mall when I was approached to try. I was told the irons use steam as to not cause heat damage and they tested it on a piece of my hair where you could see the vapor and steam as the iron went down. I was impressed and decided to proceed to purchase. When I finally went home and opened to use I immediately knew I was scammed. The packaging was extremely cheap and when I picked up the flat iron it had no weight to it and when examined the plate it had chips. As I plugged it in to use I realized there was no steam and it didnt glide down my hair even straighten my hair. After the strain was not even get straight and quickly puffed up. I ended up getting my ***************** to finish my hair Clearly they use a different flat iron in the demonstration. When I went back to the stand in the mall I was out on the phone with a double talking manager who said to send email. I advised I was going to file a fraud claim with my credit card company. Once I left I googled the company and saw that this is an ongoing problem and the company lacks credibility. From now on when I see someone at the stand Im going to let them know to beware and advise them of my personal experience as it pertains to the quality of the product and customer service. BUYER BEWARE!

  Business Response

  Date: 08/20/2023

  Hello ,

  Our straightener is 100% ceramic unlike most CHI tools. 

  
  we sell the straightener we demonstrate, you can come back and compare.

  Thank you 
  

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the **************** on June 13, 2023 and was sold defective items, and ***** would not return them or exchange them for me. She said they do not take returns and refused to even plug in the straightener I bought to see that it did not work. Secoond, the products I bought and brought home WERE not the same ones used on my hair in the mall. They did not smell the same. I was never told I could not return anything when I bought it, and I did not even know how much I was charged until I got my receipt. I did not even sign my own name for the $719.72 purchase. THIS IS A SCAM AND I WANT MY MONEY BACK.

  Business Response

  Date: 07/24/2023

  Hello, 

   

  the items you have purchased are the exact same like the one demonstrated- you can bring it back to the store and compare.

   

  it is highly unlikely to receive a new faulty product, however if an unfortunate situation like that *** occur, you are fully covered by our unconditional lifetime warranty. 
  please come back to the store and we will give you a free replacement. 
  

  our sales people have a similar sales pitch , and always inform the buyer with the price , return policy. 
  

  our kiosks are covered with cctv cameras and everything is recorded-  if you wish us to further investigate your case please email at 

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

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The sales representative absolutely did not inform me that noreturns were going to accepted if I did not like the product. She also forged my signature on the credit card pad, so I did not have any knowledge of how much I was being charged until it was over and she handed me my receipt, which is a crime. I do not want a replacement at this point. I would like a refund for EVERYTHING I purchased that day. I will gladly bring everything back.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 07/25/2023

  Hello, 

  You have made 2 separate purchases- and handed your card twice in two separate demonstrations.

  please refrain from making such claims. 

  
  Please bring your products back to store if you need help with them - as they are covered by a lifetime warranty

   

  for any other issues please contact **********************************

  Thank You

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [It's not a "claim" if it is true. Check your CCTV footage that you have. Your customer service representative signed my name on your credit card machine. I did not.

  I am patiently waiting for you to okay a refund. Or I will be taking other action.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2023, my daughters and I made a trip to the **************** (which is about an hour and a half from our home). There, we were stopped by an associate at the kiosk selling Pin Straight straighteners and other Pin Straight hair tools. The salesperson demonstrated the flat iron, explaining that it was not a regular flat iron that damaged hair because, unlike traditional flat irons, this one worked on steam. This was explicitly stated multiple times, and there was no misunderstanding on the part of my daughter or myself. Part of the sales pitch also including our being told that this flat iron - because, again, it was not like a traditional flat iron - was safe to use on wet hair. When I got home and looked over the flat iron, it was apparent that these key two selling points -- using steam as the heat source and being able to safely use on wet hair -- were not true. Based on other BBB complaints and low ****** reviews, their aggressive sales tactics frequently include the false claim that this product uses steam (and not traditional high-heat plates) for straightening. I reached out to the company via their website on either 7/22 or 7/23, but I did not receive a response. The ********** Consumer Fraud Act (Statute 56:8-2) makes clear that such fraudulent activity is unlawful. Additionally, "even if the deceptive practice lacks explicitness or was not inherently fraudulent, it is still a violation of the *** if it misleads the consumer" and treble damages "(three times the dollar amount of damage inflicted to the consumer) and attorneys fees and costs" may be rewarded. I have not, as of yet, sought the legal route. I'd hoped emailing the company would suffice; contacting the BBB is my next step before doing so.

  Business Response

  Date: 07/24/2023

  Dear *********; 

  - you have received a full demonstration knowing exactly what is bought 
  - our straighteners work with negative ion and infrared technology, with 100% ceramic plates - which produces steam from your hair - and not from the tool Itself. 

  
  -our straighteners are proven to be safer for your hair , a fact that is proven on the demonstration after you feel and smell your hair.
  
  We do not offer refunds on personal hair care products that are being demonstrated fully before purchase. 

  
  We are sorry that you have chose to read a small batch of bad reviews, out of hundreds of great reviews that made you think otherwise from a product that you tried, loved , and chose to purchase. 
  
  If your desire to solve your issue contact us at ********************************** 

   

  thank you
  
  

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did not draw my opinion based on a small number of reviews. The salesperson explicitly stated that the product would not damage hair because it is not a traditional flat iron because it used steam (not that the steam was coming from my hair) and, thus, it could also be used on wet hair. I was not permitted to try to try the iron in person. It was merely demonstrated on my hair. The iron I was given was one of the ones displayed (and out of the box). When I got home I removed the iron and realized it was extremely light and cheap feeling. Again, I was never able to touch, pick up, or hold the one from the demonstration. Because it felt so cheap (in comparison to flat irons I have used before ******* Chi, Babyliss) I attempted to use it. That is when I realized (in addition to its cheap construction it most certainly does not work from steam and that i had been lied to and it did not work the same as the iron from the demonstration: my hair was not flattening or curling as it had AND my hair was getting caught and pulled out from the plates. Ive used flat irons correctly for many, many years, so I was very much aware that this is a product issue, not user error. All of this was determined of my own accord before reading any reviews, which is why I immediately messaged the company. When I didnt hear back, I realized I was scammed; I then looked into the BBB and legal recourse. 
  When I started reading BBB complaints, it became apparent that numerous representatives in various states and malls all use the same fraudulent sales pitch: the flat iron uses steam. I dont think this is merely coincidence. Even if it is, your reply to me (or anyone else for that matter) does not address the fact that your employees are selling products by lying. If you genuinely doubt all these people who do not know one, I am certainly willing to drive back to the **************** and spend a few days taping interactions at the kiosks. Assuming you are not training your representatives to be dishonest, you still should be addressing this issue with customers who file complaints and with your employees. Ultimately, you are liable, especially given you are now well aware of the practice and are choosing not to do anything. 
  What I am starting to believe after reading reviews is that perhaps the iron used for demonstrations is different than the one I was sold. It worked better, did not catch my hair, snd produced a lot steam (from my hair, as you say). These are significant inconsistencies with the iron I purchased. Id be interested to see if theres a weight difference between it and my iron because that - the lightness and cheap my feeling - was the first red flag when I held it. 
  I did also go to ****** to read through reviews. The majority of positive reviews are from people whove written no other reviews, and their positive comments are regarding the helpfulness of the salespeople and not regarding anything specific regarding the efficacy of the product. I wonder how many were pressured to write reviews on the spot in exchange for a discount? 
  As I mentioned previously, this is my final step before seeking legal recourse. 

  Business Response

  Date: 07/25/2023

  Hello,

  
  We want to address the concerns you've raised. Frankly, we take customer feedback seriously, so we're here to provide you with the necessary information.

  
  Firstly, we assure you that the tool you purchased is exactly the same as the one we demonstrated to you. To verify this, you have the option to bring it back to the store for a side-by-side comparison.

  In addition- we would happily compare any competitors tools with ours and prove it is better. 

  If you're dissatisfied with your purchase and considering a refund or exchange, we ask that you follow the proper channels we've previously mentioned. This will ensure a smooth process and allow us to address your request promptly.
  
  However, we must emphasize that we won't entertain any fabricated stories or baseless speculations aimed at tarnishing our reputation. We are committed to delivering quality products and services, and false accusations won't be taken lightly.

  
  We understand that customers may have regrets after making a purchase, but unfounded claims won't change the facts.
  Thank you for your understanding, and we hope this clarifies our position. If you have any legitimate concerns related to the product, please let us know, and we'll be happy to assist you.
  
  

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  As I mentioned before, I did follow the proper channels immediately following my purchase, but no one responded. 
  I also believe your claims of tak[ing] customer feedback seriously are disingenuous when youve not appropriately addressed any of the reports that your salespeople are being dishonest. Rather, you attack customers as you have me by suggesting were posting fabricated stories, baseless speculations, false accusations, and unfounded claims and actually make the threat that these things wont be taken lightly. How will they be taken then? Do you often threaten your customers like this? These comments, paired with unchecked, duplicitous sales tactics, is what is tarnishing your companys reputation. 

  Nevertheless, your fraudulent sales practices are illegal and in violation of report the ********** ******** Fraud Act, so I will be filing a complaint with the ********** ******** of ******** Affairs in addition to posting our conversation and similar complaints to social media, NBC10s ******** Complaints, and the *********** Malls management. 

• Initial Complaint

  Date:07/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was stopped in the ************** in **********, ** by ****** who represents this business. I should have kept walking but I was feeling very down that day and I was an easy target. He was very charismatic and showed me the hair straightener. He made all kinds of statements about how well the straightener worked. Claimed it along with a $300 hair serum would make my hair soft and free of fly always. He showed me how to use it to curl and said the curls would last 72 hrs even after sleeping on it. He combed out my hair to demonstrate how the curl came back. I was impressed and foolishly bought this $300 straightener without looking at any reviews. Within 10 minutes of leaving the mall, the curls came out completely and my hair was back to flyaways and straight. This works no better than my $50 straightener, perhaps worse. I decided right then I wanted to return it before I even opened the box. This was all false advertising. I reached out to the company via email 3x asking for a refund. They have never responded. This is a scam taking peoples money for a highly inferior product that they make incredible false claims about. They need to be shut down. And I want my money refunded asap, I will give them back their unused product. The fact that they say there is no refunds (which they never told me just noticed later on my receipt) on a falsely advertised and completely unused product is unacceptable and evidence of the scam nature of their company. No legit companies have such a policy on brand new, high priced items.

  Customer Answer

  Date: 07/26/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/27/2023

  Hello *****, 

   

  all of our products are demonstrated before purchase. The statements said about the straightener are also proven in the demonstration. The smooth and silky results , without any burning smell and shiny looks, are a result of 100% ceramic plates, negative ion and infrared technologies
  

  We actually did reply to your emails, but couldnt approve a refund since we do not offer refunds on personal hair care products that are being demonstrated. 
  

  As an exception our of courtesy we would happily make an exchange for you to a different product in our store or website.

  thank you for being a valued customer 

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  The demonstration the business describes  claimed my hair would have no flyaways for hours and the curls they did with the product would last 24+ hours. Both of these statements were proved false within 15 minutes of leaving the kiosk/mall. The reasons I bought the straightener were proved invalid. I do not have any interest in any other product by this company. I was interested in a straightener that did what they claimed it did, but as I said it only did those things for mere minutes. I never opened the box when I saw that my hair went back to having fly aways and the curls disappeared minutes after leaving the demonstration. I was not told by the associate it was no refunds. I only saw that upon more careful look at my receipt after I left the mall. I am not the only customer who has expressed the same concerns about this company on BBB. I am also pursuing this through my bank as there is zero reason an unopened/unused product should not be able to be returned/refunded. I do NOT want another product from the company. The product I wanted wasnt what they claimed after 15 minutes. I want a refund. I will send their unopened product back.
  

  *****

  Business Response

  Date: 08/01/2023

  Hello, 

  every hair is different- and there are many factors to cause the hair to act in different ways. (i.e blow dryer usage , different hair products etc) 

  We would be happy to schedule a 15 minute session with our experts, one of them will ask you a few questions and determine what is best to use on your hair and what not to, and how to use the Far Infra straightener to its fullest, to get the maximum out of your hair. 
  

  Per our policy, Pin Straight never resells returned products. Every one of our customers can rest assured knowing and trusting that they are receiving a brand new, unused, untouched, and hygienic product.

   

   

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  
  You would not be reselling a used product. Its never been taken out of the box or plastic. I am not interested in keeping a $300 product that does not do what it says it does. Please refund and I will send the unused product back.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this item today June 7, 2023 at the *********** Mall for 213 dollars. This is the worst product I have ever purchased. I told the lady I can not put heat on my hair and she told me this product was a no heat product that uses steam. When I got home I noticed my hair was starting to fall out so I decided to read about the product and the box, realizing this is a heat product. I was lied too and manipulated by this woman. This is ridiculous. I have not used the one I bought yet and I demand a refund or I will take further action.

  Business Response

  Date: 06/08/2023

  Hello ,

  were sorry you feel this way. 
  

  the product is demonstrated before you purchase. 

   we have a designated customer service team that can help you with any concern. 
  the email address is on the receipt and on the product. 
  

  please contact at **********************************

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date was 5/30/23 and PINSTRAIGHT kiosk advertised a steam hair product and it worked wonderfully on my hair at the kiosk. I ended up agreeing to purchasing it after the price was lowered numerous times. When I got home I plugged it in only to realize it was a simple ceramic plated straightened with ZERO steam. It did not work the same as the one they used as their display their product. After the salesperson swiped my card I was informed there were no refunds. Seems like a common theme here with this company. Utterly disgusting that this is the type of MISLEADING, MISREPRESENTATION and MISINFORMATION used for advertising that this company has to lean on for undeserved profit. Something bigger than going after a refund needs to be done. This is FRAUD.

  Business Response

  Date: 05/31/2023

  Hello ,

   

  were sorry you feel this way after reading reviews on a product you tried, loved , and bought yesterday. 
  

  1. the product is the same one as demonstrated, you can bring it back to the store and compare.
  If you want to learn the technique better, our associates will be happy to schedule a quick session with you to go over all the techniques they use in the demonstration to make your hair look shiny and smooth. 

  2. the product is not a steam Iron , steam comes from your hair (natural oils)  due to 100% ceramic plates, negative Ion and Infrared technology

  3. we do not offer refunds on demonstration products, also not obligated to verbally say it after the purchase. This is for your information. Our policy is well under ***** law, displayed properly on the receipt and on the signs. 
  

  if you wish to solve this please email ** at 

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

  and we will be happy to find a solution for you

  please attach a receipt or proof of purchase to your email so we can identify your purchase.

  thank you

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was at ************** on 5/14/2023 when approached by **** at pin straight. He wanted to show us about his product and used my daughter as the hair model. As others have stated **** did pitch that this was a steam iron and NOT a hot iron. Maybe you as a company should set up cameras and listen to what your employees are telling people. Many people have come on here saying the same exact thing. **** made her hair look amazing as it did steam, even showed us how you can curl the hair with it. He tried to sell it for 300 and would give me a free mini one. when I said I said no he offered to give me a hair specialist discount for 200. I was still hesitant but he went back and said if I spent 300 he would give me another full size straightener for FREE. Or I could choose the 200 one and would get a free comb. I got this for my daughter because it appeared to work. When we got it home and tried to use it the results were NOT the same. As everyone else I was not told about no refunds until after purchasing. I want a full refund and I will return your garbage straightener. It works just like my 10 dollar one from target and you all are a rip off. You should stop with the false advertisement and attacking the people on here who are spreading the truth. Please advise how I can get my money back.

  Business Response

  Date: 05/16/2023

  Dear ********,

  We appreciate your feedback regarding your recent experience with our product.

  However, we would like to address a few points in your complaint. Firstly, we would like to clarify that you did not express any desire for a refund during your interaction with our sales representative.
  At Pin Straight, customer satisfaction is our top priority. We are dedicated to ensuring that every customer has a positive experience and receives the support they need.  Therefore, it is important to communicate your concerns directly to our customer service team. 

  Secondly, we stand by the quality of our straighteners and take pride in the positive feedback we receive from hundreds of satisfied customers every month. The effectiveness and performance of our product have been proven time and again. The reason you have made the purchase is because its ability to provide effective, easy , shiny hair styling results in no time with minimal damage to the hair.

  Our straightener is not a steam iron; instead, it utilizes advanced technologies such as 100% ceramic plates, negative ion technology, and infrared technology. When the straightener comes into contact with your hair, it can generate steam effects due to the activation of natural oils present in the hair, which is a result of the infrared technology.

  If you have any concerns or require assistance with using the straightener to achieve your desired outcomes, our customer service team at ********************************** will be more than happy to assist you.

  
  Once again, we apologize for any confusion that *** have arisen and encourage you to reach out to us directly for further support.

  
  Best regards,Pin Straight

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did not ask for a refund at the time of purchase because I thought the product was going to work as shown in the mall. I am asking for a refund now as it was sold as a complete lie for what the product actually is. I was also told no refunds after your rep ran my credit card.  You market it as a 400 item and talk the price down to make it seem like youre getting a huge deal, when in reality the item is just a regular straightener. It was in fact told to me that it was a steam iron and not a hot iron. It doesnt not work the way it did at the mall, and I would like my money back. You claim you dont do refunds due to sanitary issues yet you demonstrate on hundreds of customers with the same straightener daily. I would like to return your straightener and get my ****** back. If you are not willing to refund me  I could always stand outside ************** stand and warn customers as they approach your stands that the item is not as demonstrated what so ever. I hope to have a resolution soon. I am not interested in any of your other products or a gift card. I would like my money back. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 05/19/2023

  Hello , 

  
  1. We said you didnt ask for a refund besides sending this message here. 
  
  2. Our product is the best, sells very well, has great feedback, and we can guarantee it works the exact same like in the mall- if youre trying to get a refund for a product you clearly know is not refundable - dont use misinformation to get your way. 

  
  3. You are welcome to stand outside **************, but if you want to discuss a refund - as mentioned above ,speak to our customer service team ************************************************************

  Thank you

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I highly disagree with your comment about your product is the best. Its not even close to worth what you guys ask for it. I am not spreading misinformation to get my way. I am spreading the truth just as many others on here have done about your product and company. And No I was not aware it was non refundable until after my card had already been swiped. How convenient you guys throw out that information after the fact. I will happily reach out to your customer service team, but if i dont get a response I will be right back on here letting everyone know what a fraud you are. Look at the rudeness in your response. Not a good look for a company! It speaks highly to how you feel about your unsatisfied customers. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product TODAY and I refused to used it at home realizing it was a full heat product and not a steam product as was advertised to me. I cannot use heat products on my hair. The false information used to get me to buy the product was obviously intentional and I demand a refund. I was not told of the lack of refunds by the seller until after I had purchased the product. When I had realized there was no refunds and the exchange was useless it was too late. I had looked up product before but am only now seeing complaints. The product has not been used and I refuse to use it after seeing that it was a heat based flat iron. I will be demanding a refund after being falsely advertised.

  Business Response

  Date: 04/25/2023

  Dear *******,

  
  We are sorry to hear that you are unhappy with your recent purchase from Pin Straight. We want to assure you that we take all customer feedback seriously, and we apologize if there was any misunderstanding regarding the product you purchased.

  
  While our hair straighteners use ceramic tourmaline plates and infrared technology to achieve straight hair, we understand that you were expecting a steam-based product. We apologize for any confusion caused, and we would like to offer our assistance in finding a suitable solution for you.

  
  Regarding the issue of refunds, our company policy does not allow for refunds after the product has been purchased and taken out of the store. However, we are always willing to listen to our customers and work with them to find a solution that works for both parties.

  
  Please email us at ********************************** to discuss the options available to you, and we will do our best to assist you. We appreciate your feedback and value your business, and we hope to have the opportunity to make things right for you.

  
  Best regards,Pin Straight