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Business Profile

Beauty Supplies

Sally Beauty Holdings Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty Supplies.

Complaints

This profile includes complaints for Sally Beauty Holdings Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Sally Beauty Holdings Inc. has 454 locations, listed below.

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    Customer Complaints Summary

    • 155 total complaints in the last 3 years.
    • 64 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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 replacement blade for a peanut razor. I went to return it and they said it was final sale. There are no signs posted anywhere that they are final sale. They refused to refund me.

    • Initial Complaint

      Date:05/12/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 know from experience that trying to reach out to this company via customer service is almost impossible and extremely frustrating so I am not even going to bother to attempt it. They have off shore agents that do not understand the issue and it is extremely frustrating as you go round and round in circles. I had complained to my local store a couple of years ago about one of their two styles of hair dye application bottles. The first type I was buying actually split, it was so cheap. Hair dye went al over the walls in my washroom/bathroom, staining my sheetrock. I was so angry I didn't know what to do. They let me exchange it for a different type of bottle. I bought a couple of that type and it was almost as bad. With these bottles, the top is extremely difficult to thread on, it is made so cheap and two times this bottle now burst open from the top and exploded with water mixed with hair dye going all over the place again. . The second time my walls in my washroom/bathroom were stained beyond repair. Even worse, the water mixed with dye hit my cat in the face and body. She was on the floor at the time. I was so upset. I was so afraid it got in her eyes! How dare sell these horrible beyond defective and cheap products? My cat could have had a serious issue and I would have had to rush her to the vet! I don't even believe this happened. How could a top not thread on a plastic bottle? What kind of garbage is this? i want to be compensated well for this horrible experience or I am not going to stop. I am going to find out who I can report them to int he government for selling shoddy products.

    • Initial Complaint

      Date:05/11/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/20/2024 I purchased some whal senior cordless clippers from Sallys beauty supply in ***********. I purchased the insurance for them along with the ********. The first time I tried to use the clippers they would not cut hair. It was combing through the hair and not cutting at all. I took the ******** back and policy is all sales are final on ********. Unfortunately there is no other way to tell if clippers work other then using them. The clippers sold to me were faulty. I tried to file a claim through the insurance the manager at Sallys sold me and the company said that issue was not covered by the insurance. So I was sold something that doesnt work and have now way of knowing before use. And no way to get my money back to purchase clippers that do work. As a hairstylist this is how I make my living I need working clippers.

    • Initial Complaint

      Date:05/11/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 charged 9 times for 2 separate orders and didnt receive anything. It was charged to my account and a refund was pending and nothing was refunded nor product received. I contacted the company and they said they didnt have any records of the orders even after I provided the confirmation numbers and photos of bank info

    • Initial Complaint

      Date:05/06/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 May 4th 2025, I placed a delivery order through the Sally Beauty website. I had put my address in correctly on the website but had used Apple Pay to complete my transaction, and upon completing payment something had happened on the website where it had swapped my delivery address for the billing address on my Apple Pay card, an address that I do not live at or near anymore. I had called to cancel the order 20 minutes after placing it but when I had originally called, they told me the order was already out for delivery and that I couldnt cancel it. I asked to contact the delivery driver and the store to cancel the order, but the first representative I spoke to said it was not possible and to call back after confirmation of delivery to the wrong address to get my refund. When I had called again, the representative I spoke to said I couldnt get a refund because they had thought that I put the address in incorrectly due to my own error, however upon explaining that I had checked and verified my delivery address on the website and that this was due to an error with the website several times they still adamantly refused to provide a refund and refused to let me speak to a manager about the issue.

    • Initial Complaint

      Date:05/03/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Sallys delivered my order to the incorrect address. I made an online order for 2 hour delivery from my local store, which is also my selected store on my profile, It never arrived. I previously ordered this way and the other ones came with no issue. My billing address, previous deliveries, address in my profile all have the same address which is in ******. My items were delivered ***** miles away to an address I have not lived at since 2020 before we got orders and had to report to ******. No tracking was available, When I called customer service they said it was already delivered and that since I used Apple Pay- it switched my shipping address. My address on my Sallys profile is up to date. I cant drive over there to pick them up and now I still had to go to my local Store and spend close to $100 again. I am a frequent customer spend almost $1000 a year there if not more.

    • Initial Complaint

      Date:05/01/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 returned a curling iron due to a defect and was told the money couldnt be refunded but I could get a gift card for the same amount. Months later I placed an online order fr a pair of scissors using the gift card for $50.65 and leaving a balance of $14.29 to be charged to their credit card. They charged the whole balance of $64.94 ignoring the gift card. They refused to fix the problem sending me an e mail stating that they were refunding $10.90 to my account which they never did either. Now they want me to pay $96.97 Including late fees. Have not received any notices at all so I thought that they were trying to fix their problem. I have called and have been transferred to different departments to no avail.

    • Initial Complaint

      Date:04/25/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Ive been a loyal customer for over 20 years. Since manager ***** located at the *****, Ca store off of ****** and Hwy 111, customer service experience has been horrible. I get anxiety just walking in. I have witnessed her yelling at a lady from the top of her lungs saying "you f****** drug addict!" When I go in she watches me like a hawk as if im stealing and treats me super rude. Never have I ever had any issues with cosmo **** or salon centric. I am licensed and have had my beauty license for 20 years. I'm not the only one who has experienced this. I have other friends and colleges and eve family members who have dealt with ***** as well. She needs to chnage or be replaced so us customers can walk in with confidence that we are not going to be discriminated or talked down on with an attitude. When I called to complain, ***** literally confronted me in front of other customers and we started arguing in front of other customers! It was so emberrasing but I had to speak up for myself because I know how she can treat certain types of people. Specially when I go undone I am treated as if im homeless trying to steal! Not ok!

    • Initial Complaint

      Date:04/17/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 Sallys beauty supply buying purple conditioner for my hair. There was a 25% sale on display. I went up to the ********* buy it. I asked the lady for my 25% off. She walked up to display ripped off the sale tag and told me she not give me the sale. I argued with her told her she had to do it by law ask for a manager she told me he was a manager, and no her name was cat at Sallys beauty supply *****************************************

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Unanswered
      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 Sally's to buy some hair dye. My hair length reached my lower back and it was a burgundy-ish color. I wanted to do a lighter hair color. I've had experience doing this prior without having to use hair color remover. The girl in the counter recommended that I use hair color remover so that I can achieve what I wanted.Her recommendation burnt my hair. It got severely damaged and not only did I have to cut it, I had to purchase more hair dye to dye it black to cover the atrocity. Last time I paid attention to one of their employees (not part of this complaint, giving background info) I had a similar experience where the color was not what she promised. When I went to return the product I was told by the same employee who saw me purchase the products, that I wasn't allowed to make returns without bringing in the used boxes. I contacted customer service and they said the same ********** forward to this current situation, before I went to return to the store I saved everything I use and I also checked the policy online. When I went to the store to return, they told me I can't return because the product has to be 75% unused. They denied me my return even though I complied with the policy.I spent a total of $108.82 and was able to return a total of $35.00. I'm requesting the refund of $62.00 for the products I was not able to ********* the way, their policy is completely misleading. Their love it or hate it states you can return if you don't love the result, nowhere does it states you have to save the boxes.

    Sally Beauty Holdings Inc. is NOT a BBB Accredited Business.

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