We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 154 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:08/14/2023

      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.
      This complaint is in reference to a refund for items I shipped back to the Merchant (cosmoprof) via **** The items were received by the merchant on 7/11. There were two separate boxes tracking # 1zV3F4509096273502 #1Z4R3A989096784938. In the merchant's return policy it states "Please note that once the item(s) have been received by our warehouse, the return will be processed and completed." The merchant has received the items over a month ago (7/11/2023) and I still have not received a refund for the items. The items are in the same condition I received them, they were weren't even opened or used. I have contacted customer service several times, I was told that it is being worked on and that they have reached out to the warehouse. I'm not sure why the return policy says the refund will be processed once items are received, if that is something they don't stand on. It has been very frustrating calling every week to follow-up on something I should have received already. This type of service is not good for business. They have possession of items I paid for and I have not received my money back as promised. It has been a whirlwind of back and fourth communication to no avail. I just want the refund I should have received by this time. ******************************* Order #********* Membership ID ************

    • Initial Complaint

      Date:07/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 believe it was around Christmas, oe thereabouts.I went to Sally's to maje several purchases. None used as of yet.Bought to keep on supply in bathroom cabinet. No problem.I have left handed shears for hair already, same brand.. which I love.So why not get a 2nd pair fir another bathroom as have 2upstairs and half bath downstairs.Great idea!I just opened my new ones as others not immeditely found.But they did not cut hair. Skmsthing wrong with product.When I called store, and after called their CS at headquarters.But to no avail. I was informed that they were unable to be returned.. as item was not returnable.THEREFORE, ME, A LONGTIME SATISFIED CUSTOMER GOT STUCK WITH $47 PRICE RANGE SHEARS THAT WERE NIT TAKEN OUT OF SECURED PLASTIC HOLDER .Furthermore have always been very satisfied with ALL Sally stores, and highly recommend them to others.Please help me resolve this issue.Thank much.Sincerely, ***************************

      Business Response

      Date: 07/28/2023

      Customer purchased the shears over 60 days ago. Our policy with shears is only 60 days. After 60 days, customer will need to contact the manufacturer about any defects. 

    • Initial Complaint

      Date:06/29/2023

      Type:Product Issues
      Status:
      Resolved
      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 bought hair at the Beauty Supply and I was told by a worker that I can bring back the hair. I never opened the hair and I have my receipt attached. Any policies I was not aware of. I got back from out of town and I live far. I cant travel back and forth . I have a job and I have been traveling. The Manager stated I cant return anything a month later. I am not happy with this decision and I want my money returned as I bought the wrong product. I drove all the way from *********** 6/28/23 in the morning. I was told last week I can return according to the Mexican girl.

      Customer Answer

      Date: 07/26/2023

      Hello, I was able to resolve with the store. Thank you!

    • Initial Complaint

      Date:06/05/2023

      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.
      On June 1st I went to Sally's to buy hair products. ****** the manager asked me if I wanted to sign up for the Sally's credit card. I specifically asked her if it would be a hard or soft inquiry and she told me it would be a soft inquiry that wouldn't have much impact on my credit. I made sure to ask her again and even explain what a hard vs soft inquiry is and she again said it would be a soft inquiry. She said it wouldn't be like my ************ Before I even walked out of the store I received a notification saying there was a hard inquiry to my credit report. Had I known it would have been a hard inquiry I would not have signed up for this card. I feel like I scammed into signing up under false pretenses. I attempted to speak with ****** at the *********, ** location who just apologized and said nothing could be done. So now I am reaching out to the head quarters to see if anything can be done. I either want the hard inquiry removed from my credit report or the card closed with no impact to my credit!

    • Initial Complaint

      Date:06/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      PLACED AN *****ED THAT SHOULD HAVE BEEN DELIVERED THE SAME DAY THEN WAS TOLD IT WOULD NOT BE DELIVERED UNTIL THE NEXT DAY SO I CALLED AND CANCELED . I RECEIVED AN EMAIL CONFIRMATION OF THE CANCELLATION THE NEXT DAY THE ***** SHOWS UP AT MY HOUSE WHY? I CALL AND TALK TO SEVERAL PEOPLE THEY WANT ME TO DRIVE OUT OF MY WAY AND WASTE MY TIME AND GAS TO RETURN AN ***** THAT I CANCELED ! I REFUSED OBVIOUSLY !!! I HAVE BEEN A CUSTOMER SINCE I WAS 16 TEEN AND THAT'S ABOUT 20 YEARS!!! I WAS FINAL TOLD WOULD GET A REFUND AND TO PLEASE JUST DROP THE **** WHEN I COULD AND THAT WAS FINE I WAS GOING TO MAKE A TROP UP TO A SALLY THIS WEEKEND. ONLY TO RECEIVE ANOTHER CALL SAYING I WOULD RECEIVE A REFUND !!!! DOES THE COMPANY NOT KNOW WHAT THEY ARE DOING ??? I WILL THROW THIS **** IN THE ***** AND NEVER SHOP WITH THIS COMPANY AGAIN

      Business Response

      Date: 06/02/2023

      A refund was issued for the order. 

    • Initial Complaint

      Date:05/31/2023

      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 purchased the wrong product on May 3rd, I accidentally grabbed a styling gel instead of the shampoo. So I went back to the store today to get an exchange but it was not an even exchange or even close since they had given me a cooler for free for spending as much money as I did on May 3rd, 2023. I ended up paying for the cooler today when I went in with my exchange and I feel that this is unfair because I simply did an exchange. The ladies in the shop stated Id have to bring the cooler back to get the refund and do the exchange.

    • Initial Complaint

      Date:05/15/2023

      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 an Andis Outliner II razor for $99.44 from the Sallys Marlborough location store #**** today, 5/13/23.I returned home and opened the box, and I discovered the razor was clearly previously used. It also had scratches all over it and did not work out of the box. The box was not factory sealed.I called the Sallys store only 1 hour after my purchase and asked them to exchange the clippers for a new one, and I was told "all sales final," no refunds or exchanges, and I was refused an exchange. After getting off the phone with Sallys, I checked Sallys website, which states Sallys has a "love it or return it garuntee." I then decided to call Sallys corporate with this information, although I had low expectations I would get anywhere because I have seen HUNDREDS of complaints about Sallys selling defaulty products and then saying sorry! No refunds!I called corporate, and unsurprisingly, a Sallys representative refused to help. I was told to blame the manufacturer of the razor and to call them to see if they can help (yea right). I was also told that the "love it or return it garuntee," excludes electronics in the fine print.The Sallys representative also said Sallys only accepts a return of a defective item if the box is unopened with the receipt. How are you supposed to know if an item is defective without opening the box? Are you supposed to xray the box and examine the item? This is, of course, a catch 22. You can only discover an item is broken by opening the box and once the box is open then Sallys won't accept returns anyway for having an open box. Also selling a defective product is not legal in ************* and is an exception to the all sales final policies. Sallys selling broken items and refusing to return then is not legal.

    • Initial Complaint

      Date:05/01/2023

      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.
      Tried placing an online order on 4/29/23 got an error that the transaction could not be processed as the info from debit card did not match. Tried putting my info in again and got same error. Called customer service and they said the transactions did not go through but they did put two holds on my debit card for $224.35 each. Called my bank who confirmed that these actually did go through and will be posting to my account. Called Sally Beauty customer service back again and they again said it did not go through. Yet my bank confirms they did. I have no sale confirmation email from Sally Beauty. So they are processing two transactions which they claim didn’t actually go through, which is not what my bank said.

    • Initial Complaint

      Date:04/28/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Sign hanging above beauty products said but one get one half off excluding certain brands. I chose four items of the brand that was underneath the sign and was not on the list of not included brands. It was the only items under the sign and only three of the four items were included. The one that was not included was similar to the other others that were included. It was the same size, brand and price as the others, but it was not included in the sale as per the cashier. She had no explanation bit said she would bring it up to management.

      Business Response

      Date: 04/28/2023

      Please instruct customer to contact ******************** ************* directly at ************ for further assistance.

    • Initial Complaint

      Date:04/17/2023

      Type:Product Issues
      Status:
      Resolved
      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 placed an order online on 4/14/23 @ 12:31am. I updated my address to my new address and checked out. I received the confirmation email right away but the shipping address was to my old address. I immediately went back into my account to the correct the order. However, there was no option to update the order or cancel the order and redo it. The only option I had was to email customer service with the problem. It was ******* when I placed the order so they were closed. I sent the email at 12:40am. At 9:34am that same morning 4/14 I get an email back from Sally Beauty stating that the shipment was being shipped to the old address. My email I sent was ignored and they shipped it to the wrong address anyways. I called immediately to explain everything. I was told by Sally Beauty representatives I needed to contact *** to make the change on the address. I called *** and *** hadnt picked the package up yet. In fact *** didnt pick up the package until 9:04pm on 4/14. Sally Beauty had all day to change the shipping label or cancel the order before *** picked it up. I called Sally Beauty online care several times to try and resolve the issue. I sat on hold and talked to 4 different people. No one could help and just told me the same thing that I needed to call ***. Since *** didnt have the package I was unable to make any changes with ***. Also since Sally Beauty is the sender *** could not change this for me. *** said the sender (Sally Beauty) would have to make the change. So I three way called Sally Beauty with *** to get this resolved. Sadly, Sally Beauty refused to make this change with ***. Sally Beauty refuses to do anything at all. So this package is going to the wrong location and I will never receive my products unfortunately. I spent $44.85. I would like a refund of my order and cancel my order or have the products shipped to my correct address if possible. Its two hours to the old address and I cannot pick them up.

      Customer Answer

      Date: 04/21/2023

      I did have a friend try to retrieve the package. The package was not there. I contacted and disputed the transaction since the package was missing and I had not heard back from Sally. The credit was applied back to my account and ********************** did issue a permanent credit. I will accept this as resolved. 

      Customer Answer

      Date: 04/21/2023

      I did have a friend try to retrieve the package. The package was not there. I contacted and disputed the transaction since the package was missing and I had not heard back from Sally. The credit was applied back to my account and ********************** did issue a permanent credit. I will accept this as resolved. 

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.