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:04/10/2023

  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.

  While shopping at the *********** Mall, **, on April 8, 2023, I was stopped for introduction of this product Pin Straight. The salesman ***** insisted that this was a steam iron that is different than other steam irons. I asked so many questions, including telling him that my hair is going through treatments for damaged hair. I mentioned multiple times that I cannot use a regular hot iron on my hair. He insisted that this product is different than a dry heat flat iron as it is a steam iron. I've read the other complaints, and I can assure that they're all similar to the pitch I received. I asked questions for 15 minutes, and was convinced that this product would produce steam AS IT DID DURING HIS DEMONSTRATION. This product is nothing more than a dry heat iron. The company cannot know how their sales people are incorrectly pitching their product, and it's insulting to see the company deny these complaints. I've requested a call from the company through email and have not received a call back yet. I would like to have a refund as this product is not what was pitched at all. The product did not come with instructions. I had asked the salesman how it steams without adding water. He insisted that the stream is automatic from the oils in my hair. It certainly steamed from the demonstration. However, my product does not steam at all. Something seems not trusting or truthful. As this product is not the product pitched to me, I am requesting a refund. Please direct on how to do this. I would not buy again.

  Business Response

  Date: 04/13/2023

  Dear *********

  
  We apologize for any confusion caused by the information you received about our hair straightener. At Pin Straight, we take pride in the quality of our products and we strive to provide accurate information to our customers.

  Our hair straightener uses ceramic tourmaline plates and infrared technology to achieve straight hair without causing excessive damage. While it is not a steam iron, steam may occur due to the natural oils in the hair being activated by the infrared technology.
  We understand that you feel disappointed and we would like to make things right for you.

  Please email us at ********************************** so that we can assist you with any issues you may have and ensure that you are satisfied with your purchase. We value your feedback and would like to improve our customer service based on your experience.

  
  Thank you for bringing this to our attention, and we hope to have the opportunity to resolve this matter to your satisfaction.
  Best regards,Pin Straight

  Customer Answer

  Date: 04/17/2023

  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 # ********.

  I sent Pin Straight an email on April 14th, 2023,  as they suggested in their above response, and I've not received a response.  I am requesting information regarding returning the product and receiving a refund. I sent to Pin Straight a copy of my receipt.    I also sent them a message on April 11th through their web site portal, and I have not received a response from that either.  

  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 04/18/2023

  Dear ********* ,

  we have received your email on 4.14.2023 

  and replied the next day. 
  

  Attached here is a transcript of our reply, and also a screenshot of our thread, if you have any more questions please dont hesitate to email us , 

   

  our reply : 

   

  Dear *************************************,
  Thank you for reaching out to us and bringing this matter to our attention. We apologize for any inconvenience caused due to the unavailability of our customer service representative to address your concerns.
  We understand that you have not received the expected performance from the Pin Straight product and we would like to offer you a full refund for the product as long as it is unopened and unused. As per your request, we can process your refund at our store location.
  Please bring the unopened and unused product along with the original payment card you used for the purchase to our store location at your convenience. Our customer service representative will process your refund as soon as possible.
  We would also appreciate it if you could mark your case as resolved once you receive your refund.
  We appreciate your feedback regarding the product's performance and we will share it with our product development team to improve our offerings. We hope to have the opportunity to serve you better in the future.
  If you have any further questions or concerns, please do not hesitate to reach out to us.
  Thank you for choosing Pin Straight.
  Sincerely,
  **************** Team **********************

• Initial Complaint

  Date:04/07/2023

  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 so very disappointed in how Pin Straight presents itself. I was told straight up, it uses steam to straighten the hair, it does not use heat and it uses infra red. If you stand by your product and its quality, you do not have to train your staff to lie to sell the product. I spent hard earned money on lies.

  Business Response

  Date: 04/13/2023

  Dear ******,

  
  We apologize for any confusion caused by the information you received about our hair straightener. At Pin Straight, we take pride in the quality of our products and we never intend to mislead our customers. We understand that you feel disappointed and we would like to make things right for you.

  
  Please email us at ********************************** so that we can assist you with any issues you may have and ensure that you are satisfied with your purchase.

  
  Thank you for bringing this to our attention and giving us the opportunity to improve our customer service.
  Best ******************************

• Initial Complaint

  Date:03/09/2023

  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.

  3/8/23 paid $211 for a hair straightener that was advertised to use steam. The product demonstrated was a steam hair straightener used to straighten hair without losing moisture. The product I received upon payment was a **************** plated hair straightener that does not use steam. Throughout the transaction the employee, ****, kept trying to upsell other products I was not interested in. She also did not let me know that there were no returns until AFTER my card went through and the item was already purchased. The company only sells these straightners so exchanges are useless. They used false advertising by demonstrating and supposedly selling me a hair straightener that uses steam, that they do not actually have. They trapped me into the sale by not informing me there are no returns until after the item was paid for meaning there was no informed purchase made. Do not buy this. You can get the same quality straightner for $20 at ******** This will not be resolved until I can return these items and get a full refund due to false advertising and uninformed purchases.

  Business Response

  Date: 03/12/2023

  Dear ******* ,
  Thank you for reaching out to us.
  We understand your concerns regarding our product, but we want to clarify that we do not imply or sell a steam hair straightener. As you mentioned, it is seen to the naked eye that the steam comes from the hair and not from the straightener.

  we apologize if you didnt understand our sales pitch, we are always working to make it better and more understandable 

  Our customers are made aware of the features of the product they are purchasing, and we do not misrepresent our products in any way.
  We would like to reiterate our policy of no refunds due to hygienic reasons, which is displayed in all necessary locations as required by ***** law, and is also communicated verbally to customers to ensure they are fully informed before making a purchase.

  We also understand that each situation is unique, and we will be happy to discuss refund or exchange options through the proper channels.

  However we would like to repeat that we would appreciate if you refrained from implying that we sell a different product then we demonstrate . We welcome any person with doubts to come and see for themselves how amazing our straighteners are and how many happy customers we have every day from 11:00AM-7:00PM at ************** 

  
  Regarding your comment about our employee's behavior, we apologize if you felt uncomfortable or pressured during the transaction.

  Our goal is to provide excellent customer service while respecting the customer's choices, and we will take steps to ensure that our employees are trained to provide the best possible experience.

  
  We appreciate your feedback and value your satisfaction as our customer. Please contact us at ********************************** so we can further assist you in resolving this matter.
  
  
  

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/22/2023

  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 2 straighteners for my daughters as Christmas gifts on 12/09/22. 1 daughter couldnt use due to health issues, other was very upset because it didnt work like the demonstrated product and had dangerously high heat but no steam.When purchased I was told that this is safe on hair and only a steam straightener. Which is not accurate. When I tried returning the product the male demonstrating at the kiosk asked is there a problem with the HEAT that tends to happen sometimes with these There isnt steam. Its an HOT IRON. I tried returning at the ***** mall kiosk and was told no returns on any products only exchanges. This in itself is Deceptive to not tell the customer no returns until after the purchase goes through. Shouldnt be legal what theyre doing. The employee did another demo and I was told to try it again at home. My daughter tried again, not only did it just rip/dry her hair out, its hot to the touch down where you are supposed to hold it, and she burned her hand! This is not a steam iron nor is it safe for your hair as they claim. I purchased two hair straighteners both products that are said to be the same item have different prices on each box. Both straighteners are of much lesser quality and sold under a scam. They sell under different names both *********************************************** ahead. When I asked them if they were straight ahead I was told theyre not. After researching they were in *********** so thats another lie. Both companies of which are scams & reported on the better business bureau by many. Many reports of different prices, names, & using different products to perform better at the mall. A Recent visit to the mall a man working at kiosk kept following me trying to get me to try his straightener. I politely told him I was already scammed by your company and he didnt say anything & turned around. What is going on with this company is completely wrong. I tried disputing with my credit card company. I need help with this situation. Please

  Business Response

  Date: 02/14/2023

  Hello , 
  were sorry you feel this way 
  
  if you are looking for a refund please do so by the proper means instead of spreading misinformation about our respected company.
  
  1.the straightener is not marketed as steam straightener, the steam is produced by the natural oils of your hair - this is well explained in the demonstration 
  2. Straight ahead is a different company based in *******- we are Pin Straight and we are based in *********** 
  3. we do not scam - our policy is well displayed on our booth , as well as on the receipt and verbally mentioned 
  4. The straightener on the demonstration is the exact same one you have purchased, if you liked it on the demonstration- and bought it because of that , our associates would be happy to schedule a session with you to show how to use it in the best way 

   

   

  if youd like to get a real resolution for this matter, please email us at ********************************** and we will be happy to help you and make you another happy customer of ours

   

  thank you 

  Customer Answer

  Date: 02/19/2023

   
  Complaint: 19400445
  
  I am rejecting this response because:
  
  Complaint: 19400445
  I am rejecting this response because:
  I'm sorry you feel as though myself and many other who have made complaints on the BBB website are spreading misinformation about your respected company.
  1. The straightener was sold as a steam straightener that Is healthy for your hair.
  2. Straight ahead might be based out of ******* as you say but as listed Straight Ahead. Address: *************************************************************. Phone: **************. That is the pinstraight contact information as well.
  3. Scam? Both straight ahead & pin straight straightener is identical. If you're not a scam why would your phone number come up as straight ahead *********** under your pin straight ***** mall kiosk?
  4. Already went back to the Mall for another demonstration and I will not have my 13 year old burn herself again on this dangerous hot product you're selling under whatever name it might be.
  I would appreciate a solution and would not have to go to this website if you could've resolved this when I called, emailed, and went back to **************.
  My next step if you don't do the right thing is contacting ************** where you rent your kiosk space, contacting ***** local news as this company has been on the news in other states, and the final step I will take is small claims court. Please let me know how you'd like to settle this matter.
  Sincerely,
  ***************************
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/23/2023

  Hey,

   

  you have told yourself a whole story just in order to justify your refund 

   

  you have set on a demonstration for 25 minutes- knew exactly what youre getting 

   

  it is clearly that you just want a refund - and you would say anything for it.

  if you just want a refund , we have a customer service team for it

  please contact us at 

  ********************************** to discuss your refund. 

   

  Thank you 

  Customer Answer

  Date: 03/04/2023

  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.]
  
  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:07/17/2022

  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 Pin Straight hair straightener at a mall in ***********, she demonstrated the item on my girlfriend and it worked great, however she wouldnt take no for an answer and kept discounting it until we said yes. Also, when we asked for the same product in the same color, she was sold out but had every other color in stock. She also mentioned that she added a lifetime warranty for the product WHILE running my card and that there was no refund policy. When we got home, we noticed two things. One, the item she demonstrated vs the item I bought was completely different, it was lighter in weight and the product barely worked. The second thing we noticed was that when we tried to put in the warranty information, the website was coincidentally under maintenance with no date or time as to when it would be back up.

  Business Response

  Date: 07/17/2022

  Hello , 

  first We would like to state that the product you have been demonstrated on is the same one you got .

  we do not have any business in selling a different products , our company has thousands of happy customers and our products are the best . 
  

  In regards to your second inquiry , it is true that our website is under maintenance, and we apologize for that . 
  The life time warranty is valid as long as you have the receipt, or the brochure inside the box filled with your information. 
  even when our website will be back up , it is not necessary to register the warranty online since you already received it with your purchase. 
  

  please email ********************************** in order to get you the right color you wanted , Im sorry they didnt have it in stock at the moment . 
  Wed also like to extend our service to take care of all your other concerns in a way youd come out happy as possible 

   

  have a great week 
  
  

  Customer Answer

  Date: 07/26/2022

  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. 

  According to other complaints, this is not a new issue with this company. Both my girlfriend and I confirmed that the product was in fact different from what was demonstrated. Also, adding additional charges DURING the transaction and disguising it as a favor is not proper business. I would simply like a refund for the product and a return address to send the product to. 
  
  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: 07/27/2022

  First we would like to apologize for our website being under maintenance , it is supposed to be up in a week and a half at most .
  
  
  Rest assured, your warranty is valid for lifetime, as long as you have the receipt, or the filled form inside the box .
  Even a picture of the receipt/form is enough.
  
  
  Whenever the website will be up again , you are free to register your warranty online , but again - its just optional. 

  
  second , the straightener we sell is the exact one in the demonstration, you are welcome to visit our store again and our representatives will show you that yours is the same thing , usually its a matter if technique. 
  if its not the same , we will give you a refund . 
  have a great  day

  Customer Answer

  Date: 07/28/2022

  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. 

  What is not being understood is the fact that I did not want the warranty in the first place. Your merchant added it on without my consent or knowledge until AFTER my card went through which is a deceptive business practice. The fact that you are choosing not to acknowledge this is just further proof of this and apologizing without any means of rectifying this also is not helping your case. Secondly, both me and my girlfriend confirmed that the demo product and what was sold are not the same. The whole "technique" notion is irrelevant because the product did not match up to what was shown. Third, if your merchant is as pushy and assertive as she was to get us to buy the product, then I can only imagine how pushy she would be in regards to giving the product back. Again, I would like a refund and a simple address to return the product, with both the receipt and items inside. 
  
  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: 08/08/2022

  Hello again ****** , 

  hope youre doing well , I am sorry you feel that way about our salesperson , however we do want to let you know that the product you have been demonstrated on is the exact same one youve bought , so you can rest assured it is just a matter if technique, which we would be happy to teach you again with a video call or in person . 
  I would also like to let you know that if you have received a life time warranty in your receipt- it was free of charge . Our warranty is lifetime and unconditional as well as unlimited. 
  

  
  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, hygienic product. Furthermore since the outbreak of COVID-19 many stores have enacted measures much like ours to safeguard their employees and customers. We fully stand behind this policy, our customers and employees health and safety will always be our top priority.
  
  
  Pin Straight is pleased to extend a special offer to this valued customer . We truly want the customer satisfied and feeling great! We would like to offer a $150 gift card to purchase at any Pin Straight location , which can be redeemed for anything in our store (hair care , hair tools , extensions etc..)
  
  
  Be well and have a great week !