Beauty Supplies
Sally Beauty Holdings Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Sally Beauty Holdings Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:04/14/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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.
On 4/13/25, the cashier at the Sally Beauty at ************************************ placed a credit card into my wifes name without her permission. My wife wanted a members card and the young lady pulled her credit. As we are in the middle of a house purchase this came as a BIG concern as no credit pulls should be done. When I reached out the the District Manager **** *****, she was unhelpful and would not validate the concern. She blamed my wife and said she couldn't be of any other help and blocked us.Initial Complaint
Date:04/11/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 ordered color and some coloring tools from Sallys online with the 2 hour delivery option. I checked the address before submitting, but somehow the wrong apartment number was on there after I submitted my order. I contacted Sallys support, and they told me they couldnt do anything. That the store had closed and they couldnt cancel the order for me. They told me to call back in the morning. I explained to them that I work third shift, and I will not be up in time to have the order canceled. The support provider refused to help in any way. She also told me that if I do not receive my products because of the address error, then I will not get a refund. Theyre basically telling me because of an issue with my order address. A simple mistake. I will not receive my order nor a refund. This is extremely unprofessional.Initial Complaint
Date:04/04/2025
Type:Product IssuesStatus: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.
Sally's is selling a Men's Shaving Razor handle without selling blades for it. Their associates don't have the tools nor the training to distinguish which blades properly fit. As a result, we're being sold incorrect blades and these are final sale. They won't accept either of my returns and now I'm left with an unusable razor handle. Despite an hour long conversation with customer service, they were unable to provide a solution.Business Response
Date: 04/08/2025
Per Policy razor blades are all sales final. The customer contacted us on 4/4/25 regarding this issue, the customer was informed that we can as a one-time exception to accept the return if the product is unopened and unused. The customer was informed to contact us when he was in the store. We do not have documentation that the customer contacted us, the customer can return to the store and contact customer care at ************, to complete the return.
Initial Complaint
Date:03/28/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Originally purchased hair extensions on 2/10/25. Female with short dark hair helped me. Told me she was new and if they didn't work they could be returned. Told me I couldn't take them out of the box at the store to see the color however I could return them within 90 days. Color was not a match. Returned to store on 2/11/25 to return them. Male working this day explained he was the manager and apologized for the color being wrong. Stated she was his "stock girl" and should have given advice regarding hair products. Agreeable to return them however encouraged me to exchange them instead trying a different color and if I needed to return them again to do it towards the end of the week so it didn't "hurt his numbers". Told me I would have to dye my hair no matter what because it wouldn't match any of the hair extensions. Picked out a permanent hair dye and extensions he said would be a perfect match. Reassured me that they could be returned for up to 90 days. After using the dye the extensions were still entirely too dark for my hair. Attempted to return them on 2/12/25. My daughter went to the store for me with the receipt and the unused extensions still brand new in the original packaging to which the same male stated to her, "Oh, no, I'm not taking a loss like that. Was reportedly very rude. Reached out to the corporate office to which they told me that hair extensions were not a returnable item. I explained to them that two different staff members ensured me they were as I would not make that large of a purchase otherwise. There were no signs posted stating this. The receipts say see back for return and refund policy however the back of the receipts are completely blank. Explained all to this to them as well. I have spent so much time, money, and energy on this. Corporate eventually just stopped responding to me and I am at a loss. I am sure any surveillance footage visually and audio would confirm what I have explained. Thank you so much for your time.Initial Complaint
Date:03/25/2025
Type:Service or Repair IssuesStatus: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.
March 15th ***************************************************************************** I realped no I knew where I was going I was there for 5 minutes when I was told I had to leave for no reason by management when I asked her why I had to leave she , she didn't have to tell me and ask for security I have it on video as well I have been going to this store for years I can't believe this happened , at the end of my video fussy and said words that was not nice but I did apologize the people in the store it was very embarrassing I left feeling like c*** the manager was there I took down three names ******* ******* and ***** those were the three young ladies that was in the store that day not for sure which one was the manager been trying to get in contact with corporate and haven't had any luck the video is also too large for me to upload at this timeBusiness Response
Date: 04/09/2025
The customer contacted us on 03/26/2025 regarding this issue. Documentation of the incident was sent to our Field Team to be investigated and addressed internallyInitial Complaint
Date:03/25/2025
Type:Delivery IssuesStatus: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.
On March 25, I placed an online order via Sally Beauty for same-day delivery to the 26th Floor of ***************. Sally Beauty used DoorDash to complete the delivery. The driver left the delivery at some unknown address and when I called him, he sent a screenshot indicating he delievered the package to an unknown address on **************** - a full 30 minutes away from ***********, even though he sent a screenshot to me showing that he in fact had the correct address. I repeatedly asked Sally Beauty and Door Dash to process redelivery and Sally Beauty refused to proces the redelivery. Please note that they have the same screenshot I'm submitting here. In their view, because their system shows the items as having been returned - in spite of the screenshot showing I never got the items to return them - there is nothing that they can do. I just want the items that I paid for and for Sally Beauty and ******** to improve their systems so mistakes like this don't happen again.Business Response
Date: 04/09/2025
The customer has been refunded in full for the order that she did not receive.Initial Complaint
Date:03/18/2025
Type:Product IssuesStatus: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 visited Sallys website to purchase a few items and entered my credit card information. The first time, an error message appeared stating they were unable to process my credit card and instructed me to verify the card details. After checking and confirming the details were correct, I tried again but encountered the same error message. Subsequently, I tried using a different card several times, but the same message persisted.Upon checking my accounts, I discovered that Sally's had withdrawn the amount each time, despite the error messages indicating they could not process the card and advising me to confirm the credit card details were correct.Sallys withdrew $51.81 twice from one card and the same amount twice from another card. They claimed they could not process my card, which is obviously incorrect. I would like a refund for all transactions on both cards.Business Response
Date: 03/19/2025
Please contact Sally Beauty ************* directly at ************ for further assistance.Initial Complaint
Date:03/17/2025
Type:Product IssuesStatus:UnansweredMore 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 had purchased the protection plan for the BaByliss Double Foil ******, which did not function correctly straight out of the box. I had filed a claim about it explaining the situation, which I had received confirmation back that they were not going to cover a replacement nor a refund of the item. An employee at the local store had tried to imply that I was likely using the product incorrectly when I had called to inquire about it after I was denied the claim, despite an employee whether it was her or another (cannot remember whom) which had recommended the product to me when I had originally asked for advice prior to purchase on the specific use I was using the ****** for, which was for mainly my neck, in which this ****** specifically were recommended.I don't understand what a protection plan covers if it does not cover defective products out of the box. Do I need to electrically fry it, drown it, or drop it for it to be covered? $25 for extended protection, and I cannot even use the product successfully for a single shave, and they stand strong that they are not at fault, nor covering. That is a complete scam, and I will never be shopping with Sally Beauty again. I just want my money back for at least the ****** alone, not even the protection plan or other products they had also recommended alongside the product. I had trusted their judgement, and now that trust is completely broken.Initial Complaint
Date:03/17/2025
Type:Billing IssuesStatus: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 placed an order to be delivered with Sally Beauty. Soon after placing the order, a Sally associate called me saying they don't have the developer in stock and the system wouldn't allow them to replace it. They advised to to reorder and select either the ********** or ION developer and they would cancel my current order. I followed their advise and created a new order. Soon after, two different delivery drivers showed up to my house with both orders. The first order had the developer that they said was out of stock. So now I have spent an additional $41.81, which includes the tip for the deliver driver, all because their employee told me they would cancel my order. Mind you, I didn't ask them to cancel it. They said they would cancel it. I emailed Sally Beauty and received a generic email, saying to return the items for a refund. That means I have to spend more money driving to the store, and I am still out the $8 I tipped the second delivery driver all because I was lied to by Sally Beauty.Business Response
Date: 03/17/2025
Please contact Sally Beauty ************* directly at ************ for further assistance.Customer Answer
Date: 03/17/2025
I am rejecting this response because: I've contacted the company twice and was told to drive to the store to return the products, which means I have to spend more money, plus I'm out the tip for the driver. Your employee lied to me. The second rep told me the order was transferred to a different store, Why didn't your employee call me again to let me know this? They had my number. I've spent thousands of dollars with you over the years. It's really sad that you can't make this right by your customer.Business Response
Date: 03/18/2025
Please contact Sally Beauty ************* directly at ************ for further assistance.Initial Complaint
Date:02/15/2025
Type:Customer Service IssuesStatus: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.
February 15, 2025 for the past 24 hours. I have placed an order online at Sally beauty supply. I have been charged 17 times for the same order.I ordered these products because I own a salon and needed them delivered within two hours. I have tried to get answers from **************** unsuccessfully. I have ***** customer for 35 years and have never had this problem before I called my bank and they told me that the problem was with Sally beauty supply.Business Response
Date: 02/17/2025
Sally Beauty has checked our payment processing system, and we do not show any pending charges with her name, email, or phone number. The customer can contact ******************** Customer Care at ************************************** or by phone: ************** so we can get more information to find out what information she used to see these pending holds, so we can assist her further.
Sally Beauty Holdings Inc. is NOT a BBB Accredited Business.
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