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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/23/2022

      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.
      I purchased several products feom Salmys Beauty supply. I never received a 163.00 dollar hairdryer within the package. The box came fully taped and did not appeared tampered with. Sally Beauty alsostatedthat the items may come in different packages. Sally beauty advised it was sent in the box but the box is not large enough to fit allthe products as stated were sent. I return to medical school in 2 weeks and would like my hairdryer I paid for please. I would like my product I paid for or a refund. My order number ******************

      Business Response

      Date: 03/22/2023

      Business Response /* (1000, 5, 2022/12/26) */
      The customer contacted customer service, and we notified the customer that we have filed a claim with **** *** has made several attempts to contact the customer to finalize the claim but has not been able to make contact.


      Consumer Response /* (3000, 7, 2022/12/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have been in contact with *** by email and they have finished their investigation and are taking responsibility for the missing hairdryer from my package. I do not think it was ****** fault, but Sally Beauty's for either shipping the hairdryer separately and not telling me (because there is no way the hairdryer could have fit in the box that was received by me, which included other hair products that took up all the space in the box), or whoever put together the package did so incorrectly and may have taken the hair dryer (its an expensive one so I wouldn't be surprised), or they simply forgot to include it in my package. The package did not look to be tampered with when it was dropped off by ****
      Thank you *** for taking responsibility for this issue, it is greatly appreciated!


      Business Response /* (4000, 9, 2022/12/29) */
      Our records indicate that a reshipment was processed for the missing *** ************ HAIR DRYER on 12/28/2022.

    • Initial Complaint

      Date:12/20/2022

      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 made an online purchase for a product, I get an email saying my purchase was cancelled (no reason given)? I place another or order for same item that does not say it's out of stock on their website and I'm now being charged twice the price as first order per item? I call and speak to their customer service and was told it was out of stock then told it was being resourced from another store? So I'm confused, is it out of stock or is it being resourced from another store? Also she Asked me if I was receiving a discount the first order, I did not see any promotion or discount anywhere and told her that. Shouldn't she be able to see that instead of asking me? I gave her my order number and she placed me on hold for an extended amount of time to look at the order. I feel like they cancelled the order because they were deciding to raise their prices. Very disappointed I have shopped with this company for years.

      Business Response

      Date: 03/17/2023

      Business Response /* (1000, 5, 2022/12/20) */
      The customer contact customer service and was informed that the first order was cancelled due to being out of stock and that the second currently is sourcing to locate a facility that has the item in stock.

    • Initial Complaint

      Date:12/09/2022

      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.
      On November 30 th 2022 I bought a clipper when I was using it was defect and returned to the Sally store in Fall River Ma where I originally bought they refused to take back saying because I opened the box they cannot take back.Please help.

      Business Response

      Date: 03/10/2023

      Business Response /* (1000, 5, 2022/12/09) */
      The customer contacted customer service, and was informed that clippers and trimmers are all sales final and to contact the manufacturer.

    • Initial Complaint

      Date:11/20/2022

      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.
      HI,
      I WENT INTO SALLY BEAUTY IN THE WATERSTONE STORE, CINCINNATI OHIO STORE TO RETURN AN ITEM. THE SALESPERSON TOLD ME SHE NEEDED TO CALL MANAGER BECAUSE SHE COULD NOT RETURN AND REFUND MY ITEM. MANAGER SAID NOT ALLOWED TO RETURN THE HAIR EXTENSIONS. IT SAYS 60 DAYS RETURN POLICY ON MY RECEIPT. I TNINK SHE JUST MADE UP HER OWN POLICY BECAUSE IT CLEARLY GOES AGAINST THEIR POLICY ON RECEIPT. IT HAS NOT BEEN OPENED WHICH IS OBVIOUS TO SEE WHEN YOU LOOK AT PACKAGE AND I HAD MY RECEIPT. VERY VERY DECIETFUL PRACTICES. I WANT A REFUND. I WILL ATTACH RECIEPT ON FOR BBB TO VIEW.
      THANKS,
      ****** **********

      Business Response

      Date: 02/20/2023

      Business Response /* (1000, 5, 2022/11/21) */
      Please have the customer contact Sally Beauty Customer Care directly at ************ for assistance.


      Consumer Response /* (3000, 7, 2022/11/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      No I do not accept the response. They told me when I called customer care as requested that I cannot get a refund even though the receipt say's returnable for refund!! I asked for a supervisor at their customer care and they told me none available


      Business Response /* (4000, 9, 2022/11/28) */
      Sally Beauty has an 'All Sales final' policy on hair purchases, we may be able to make a one-time exception of an exchange or merchandise return credit if the hair is new, unopened, and untampered with.

    • Initial Complaint

      Date:09/06/2022

      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.
      On 09/04/2022, I purchased a Wahl Pilot Clipper totalling $68.89. I have ahopped qith Sally' before and am aware that using a product will exclude the product from being excepting a return to Sally. So, before using them, I researched a few Youtube videos. After watching the reviews, I no longer felt comfortable about my purchase. Irevieqed Sally's reciept which says in the front" Clipper and trimmer sales are final. Refunds or exchanges will only be issued on clippers and trimmers that are unused, in the original packaging and with a receipt purchased within the last 60 days." Since my purchase met the requirements, I attempted to return them today, 9/6/22. The store managwr Donna Bixler would not honor the receipt guidelines. After showing her that the clipper set was intact and unused, she still would not allow an exchange or a refund. I simply wanted to exchange my clipper to purchase a new, higher price one.

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 5, 2022/09/07) */
      Please contact Sally Beauty Customer Service at X-XXX-XXX-XXXX.


      Consumer Response /* (2000, 7, 2022/09/14) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      This what I wanted based on the receipt from Sallywhich said I could get a refund or exchange on the unused product. They issued my refund yet theanager Donna ****** marked my unused clipper as damaged and said she was ot sure that it was unused. The assistant store manager validated that the clipper was unused prior to Donna's actions. I believe there was some racial bias on Donna's part; she was very rude.

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

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