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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/13/2023

      Type:Customer Service 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 went into the store today 13April2023 to use my $5 reward I received on 21March2023 and it was not showing up on my account. The store manager was very kind, she verified my information was correct and even checked my email and said it should be showing up. She and I both called customer service and talked to 2 seperate people and no one would help me. They said nothing could be done because it expired in February. Again I received the email 21March! How did it expire a month BEFORE I received it? Then to not help me at all is very poor customer service. I am very disappointed and will not be shopping there anymore. They have proved to me they do not value their customers and I will not support a business like such.

      Business Response

      Date: 04/13/2023

      The customer contacted ************* and was told the reward had expired on 3/29/2023. The reward was issued on 2/27/2023 and was valid for 30 days. Per our terms & conditions, we cannot reissue used, lost, or expired rewards. 

      Customer Answer

      Date: 04/13/2023

      I am rejecting this response because: They are negating the fact that I personally received the reward on 21March. They are saying I earned it in February but if I don't receive it or know about it until 21March, then what's the point? That's almost as bad as issuing an expired coupon and telling someone, "Well we gave it to you". Yeah, and it was useless to me directly after receiving it so why even issue it then? I earned it by shopping there per their rewards so I feel I should at least have the proper time given to use it. That's a poor response if you ask me..very dissatisfied. Will not be shopping there anymore at this point.

    • Initial Complaint

      Date:04/11/2023

      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 went into Sallys to purchase hair for project I seen price listed but cashier refused to give for that amount. She states it rang up differently and Id have to pay that price. I declined asked for manger she went to the back and called they said and I quote her if you want it pay the price ring up or you dont have to purchase it. I showed cashier price incorrect she went checked but said could not no anything per manger. I left then came back to take picture to report it then noticed cashier was removing all the products because they all said the price I stated so it was not a random mistake. I contacted sally they as usual sent auto email response not really live person and never addressed issue.

    • Initial Complaint

      Date:04/11/2023

      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 fx3 clippers from CosmoProf and they had hair on them when I bought them, the box was partially opened. I still liked the clippers so I went online to buy different guards for them and found out ********* rack has them for $50 instead of the $120 I paid. ***** prof claims they price match and arent willing to do so, they sent me to the store and the rep ***** there for thirty minutes, she put a sign on the door without what time she would be coming back. She didnt know how to reimburse me the money, corporate told me only stores can help so I went to another. They claimed they dont price match clippers even though it says they price match everything online. The company doesnt seem like they can afford to pay for staff to be in the stores and they cant afford customer service in **********. I spent so much money there and am not going back

    • Initial Complaint

      Date:04/05/2023

      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 is regarding a purchase in a local Sally's Beauty Supply (**** * ****** *** ******** ** ***** ***** ********)

      On 3/3/2023, I went into Sally's to buy some shampoo & hair conditioner. I paid the total due of $36.79 in cash and then the clerk asked me if I wanted a Sally's Rewards Card. I said ok & I signed a paper saying I wanted one. She said I would receive one in the mail. Upon receiving it, I saw that it was a Sally's Credit Card, so I cut it up. On 4/4/2023, I received a bill in the mail for the Sally's Credit Card, saying I charged the $36.79 and needed to pay part or all of it. I called & spoke with a Sally's CSR. I tried to explain the problem. And she asked if I paid with a debit card, did I see it. I told her it was not on my debit card, that I paid cash. She basically ignored what I said and told me if it wasn't on my bank acct debit card, then I charged it on a Sally's Credit Card! I finally gave up!
      Then I called the local store listed above to see if they could verify what I purchased that day. The young lady found that I purchased Shampoo & Conditioner, as I had, but said it was charged to a Sally's Credit Card.
      I then went online and sent an email to Customer Service. See Attached. As you'll see I am paying this fraudulent charge. I don't want my excellent credit rating damaged. After speaking to a CSR & then the clerk in the Sally's where I made my purchase, I highly doubt I will get any satisfaction. Please contact the main office to see if they will help me.

      Thanks,
      ***** *******

    • Initial Complaint

      Date:04/03/2023

      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.
      On March 25th, I bought **** Balding Clippers from Sally Beauty Store *******************************************************. When I got home the same day, March 25th, I unpackaged the clippers and realized that they were damaged and used. I immediately called the store on this same day that I purchased the clippers. The store associate explained that they do not allow returns on clippers even though they were damaged and suggested I reach out to Sallys Customer Support at **********. The Customer Support associate explained the same policy and that I can try to reach out to the manufacturer. My original request was to come into the store to exchange the clippers, however, Sally has not tried to resolve this in any manner. I now wish to have a refund for the clippers.

    • Initial Complaint

      Date:04/03/2023

      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.
      My order number is WSA1526437886. I had returned my complete order back to Sally Beautys' via mail. *** tracking number is 1Z5X2Y809090747914. Sallys' has been in receipt of my return since November 8, 2022. It has been about 5 months now, and I have still not received my refund. I've complained about this numerous times, and each time I do I ask for a supervisor. There are never any supervisors available to speak with you on the phone. The customer service representatives will lie to you and tell you that they will put in a call back request to have the supervisors call you back with 48 hours, and the supervisors never call you back. Eventually I was told in December of 2022 that a check would be issued. It is now April 1, 2023. I have not received my check.I had called Sallys Beauty customer service last month and was told my check was processed sometime early January and is waiting to be sent out, yet I have not received it.Total scam of a company. Buyer beware.

    • Initial Complaint

      Date:03/30/2023

      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 03/25/2023 I tried to purchase a Babyliss titanium pro flat iron from Sally Beauty’s website and the total with tax was $55.96. This product was supposed to be shipped to me. The first time I tried to pay with apple pay and the transaction said “declined” (see screenshot below of what I saw). The second time I tried to pay again, the transaction declined. When I checked my bank account, I saw there were 2 transactions for the amount of $55.96 deducted. I received no emails from Sally Beauty regarding this. The next business day, I saw I was refunded for one of the transactions. I decided to call today, and a woman named Anne informed me “This happens all the time.” Sally beauty will tell the customer the transaction is declined but still take the money out anyway. She then said the money will be returned in 3-5 business days, which doesn’t make sense if the first transaction was sent back to me within 1 day. When I asked for an email to confirm I will be refunded she said she would send it but I have not received anything. It’s been 30 minutes. This is a very shady system. I am also not getting my product of all things. To summarize; this company told me 2 times this transaction declined and still took my money with email sent to me. Please see attached:
      1-Proof of declined transaction
      2-Bank statement
      3-Call log showing I spoke with customer support

    • Initial Complaint

      Date:03/22/2023

      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 bought a product at Sally's Beauty Store with a check coming to $24.59. The check went through my bank but they charged me $885.60 instead of the check amount. It messed up my bank account and had other checks bouncing because of no money in the bank because they took money out that wasn't even in there. I like this fixed and want my money back and then some or there's going to be a lawsuit.

    • Initial Complaint

      Date:02/19/2023

      Type:Product Issues
      Status:
      Unresolved
      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 the afternoon of 02/16/2023, I placed an order for in-store pick up for a pair of clippers. I picked the order up that evening. Upon opening the box when I got home that night, I discovered that the clippers were dirty and appeared to be used. The clippers and the inside of the box were covered with grey hair from a person with a different hair texture. This is unsanitary and unacceptable. I purchased new clippers and expected to receive brand-new clippers. I did not. The following morning on 02/17/2023, I returned to the store in ********* where I made the purchase in an attempt to get an even exchange for a new, unused pair of clippers. I would have gone back the same night, but the store was closed by the time I opened the box and discovered the issue. When I returned to the store on the morning of 02/17/2023, I was told to take the clippers to their ****** store for an even exchange. I went to the Hoover store and was told they would not be able to assist me and that I shouldn't have been told to come to their store for assistance as it was against their policy to exchange items purchased at other stores. They told me to call the district manager or the manufacturer. This is not a manufacturer issue. The clippers would not have come from the manufacturer dirty and used. I waited for hours for the district manager to call me back. They never did. I went back to the ********* store thinking since they started this whole ordeal, maybe they could help me resolve it. They were unwilling. I was told I'd have to wait until Monday for customer service to get back to me. If they do not issue refunds or exchanges, why were they able to sell me filthy, used clippers? I am at no fault in this situation. I ordered brand new clippers. I paid for brand new clippers. I did not receive brand new clippers. I received dirty, used clippers. I want a full refund. I do not wish to do business with this company again. I will also be following up with the department of health.

      Business Response

      Date: 02/21/2023

      Customer contacted customer service and was advised that clippers and trimmers are 'All Sales Final' and to contact the manufacturer.

      Business Response

      Date: 03/08/2023

      The customer contacted customer service and was advised to contact the manufacturer to take advantage of their 1-year warranty.

      Customer Answer

      Date: 03/15/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)

      To reiterate, I have reached out the manufacturer to as requested to take advantage of the warranty. I was advised by the manufacturer that this was not warranty issue but rather an issue that must be resolved by the store. I would like a full refund.

    • Initial Complaint

      Date:02/16/2023

      Type:Billing 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.
      Hi I'm ******* ********, I went to Sally's beauty store to buy shampoo.
      Once I was checking out the lady told me I can get 20$ off today.
      I agreed with excitement without knowing it was to apply for a credit card.
      She did not tell me nothing about applying to a credit card.
      She also didn't verify my identify once I put my social security.
      I also got a credit report about a credit check and like I said , she never told me nothing about applying for credit.
      Im really upset about this.
      I hope you can help me out.
      Thank you.

      Business Response

      Date: 03/23/2023

      Business Response /* (1000, 5, 2023/02/20) */
      Please have the customer contact customer service at XXX-XXX-XXXX.

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

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