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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:02/10/2025

      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.
      I paid off my Sally's Credit Card in a Sally's store on 10/30/2024. The cashier told me I paid the full balance ($90.02). Apparently, the balance had been due on 10/27/2024, but since I went to pay the balance in the store and was told I paid in full, I assumed I was all paid up, including any late fees incurred (which should be automatically included in the balance). Then in December, I received a letter in the mail stating that I had incurred $80 in late fees. I was so confused as this was the first I had heard from Sally's about this and I was told I had paid the full balance in October and had not used the credit card since. I called customer service, and they just insisted that I need to pay the fees, even though I was told I had paid the full balance and had no idea that I hadn't! Awful company, and this is a complete scam.

      Business Response

      Date: 03/14/2025

      Please *********************** at ************.

    • Initial Complaint

      Date:02/01/2025

      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 1/24/25, I placed an online order at Sally Beauty Supply for $52.48. The order was delivered to an old address of mine in *******. When I realized Id accidentally submitted the order with the wrong address, I contacted Sally and they said it had already been delivered and couldnt update the address. So, I had my friend in ******* go to my old address to get my package for me. The package was not there. It had been less than 2 hours since the delivery. Ive asked Sally for proof of delivery since the day it was allegedly delivered, but they havent been able to provide one. They keep sending the same email about how they arent responsible For incorrect addresses. I explained to the my issue is that the package wasnt been delivered to the Chicago address. I even have dated and time stamped video of someone walking up to the door of the place it was delivered to, and it shows there is nothing there. Ive asked if they can reship the order to the same delivery address and please get proof of delivery, and I can have my friend go get it. They refuse to replace, refund or do anything but tell me my $52 order was delivered, and expect their word to be enough proof that it was .

      Customer Answer

      Date: 02/12/2025

      Ive been emailing Sallys for weeks now. I keep getting a scripted response saying order was delivered. I reached out a different way through their website, and got an email back where they aired me to confirm the delivery address . Which I did. Their response was that it didnt match the address on order, and they included an attachment that shows my billing address, not the delivery one thats on the receipt I have. Im getting nowhere,

      Customer Answer

      Date: 02/12/2025

      Ive been emailing Sallys for weeks now. I keep getting a scripted response saying order was delivered. I reached out a different way through their website, and got an email back where they aired me to confirm the delivery address . Which I did. Their response was that it didnt match the address on order, and they included an attachment that shows my billing address, not the delivery one thats on the receipt I have. Im getting nowhere,

      Business Response

      Date: 03/10/2025

      This customer contacted customer care on 2/12/25. She informed the agent that the address she input on her order is an old and incorrect address. **************** explained to the customer that ******************** is not liable for incorrect addresses on lost orders and that we are unable to assist in a refund due to this policy.

    • Initial Complaint

      Date:01/27/2025

      Type:Service or Repair 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've been a sally rewards member for the last ten years, more than ten years really. I've been either a preferred or elite member the entire time due to my purchasing amount per year. Before, my points maybe expired at the end of the year? Or a decent enough amount of time for me to be able to use them towards my next purchase. See I'm a normal person just using the store for my routine hair care and color. The elite membership is set up for normal people doing their normal hair care and maintenance since the buy in for the membership tier is $200 PER YEAR. With this membership, 500 points = $5. A normal person colors their hair every three months and that is their bread and butter essentially unless they're just extra delusional and assume that people just order excess amounts of clippers and styling tools. My issue is that my points are now expiring within thirty days of earning them. Thirty days. And since I don't always check for a $5 coupon I didn't notice that the company started a shady, money hoarding, asinine policy where the points expired in 30 days. 30. Days. Ulta isn't that desperate. I keep my points until I use them. This practice has been going on for almost a year if not more and obviously I'm not cheap and just looking for a coupon every time I visit. None of the other places I hold a rewards membership at does this. ESPECIALLY not without a clear and conscious message of the policy change which this corporation didn't have the spine to do. It's absolutely shameful to "pull one over" on your average customer. After ******************************************** sometimes trying arctic fox, always getting my hair care and color needs, and even sometimes nails, I will be taking my business elsewhere if I'm not credited for the rewards I have unfairly missed due to this corporations greed.

    • Initial Complaint

      Date:01/18/2025

      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 1/18/2025 I purchased a **** Rechargeable Bump Free 5 Star ****** only to pick up in the *******, ** store (1632). I got it home an opened up the package, I started charging the unit but it would not charge I left it over night but still would not charge. On 1/19/2025, I took the unit back to the store and explained that the unit was defective and explained the problem to the cashier. She then called ****** the assistant manager and I was told that the unit was used, I explained that was impossible because it would not charge, she said it was used and had a very bad attitude. She said she would not do an exchange because she couldn't. I asked for the district managers information she said she could not give that information. She gave me customer service when I spoke to CS they said ****** would call the district manager, customer service told me to go back in and talk to ****** again. So I go back in and all of a sudden district manager ******* ******* was out on leave so she could not do anything. I'd like to have the unit exchanged and ****** be given people skills training.

      Business Response

      Date: 01/21/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

      Customer Answer

      Date: 01/22/2025

      Spoken with ****** in customer  care department and he also said that he could not assist me.  Ask to be transferred to a supervisor  said there were non available.  Ask to explain to me how I can check  a product without opening  the box because that's was his defense on not wanting to return  the product, he said that that is the only way they can resell the product. So I asked if they had sold me a used product did not respond and hung up.

      Customer Answer

      Date: 01/23/2025

      I am rejecting this response because:   Received a message from ****** that they would not be able to help me exchange the unit 1/23/2025 @ 1037HRS

      Business Response

      Date: 01/23/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

      Customer Answer

      Date: 01/23/2025

      I am rejecting this response because:   I am rejecting this response because: Received a message from ****** that they would not be able to help me exchange the unit 1/23/2025 @ 1037HRS

      Business Response

      Date: 03/11/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance. We sincerely apologize for the inconvenience.

    • Initial Complaint

      Date:01/16/2025

      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 returned an $8.99 item before tax at their *************************************************************************************** Store I purchased nail polish for a $19.99. They credit my return to the purchase and charged me with tax $12.01. I had to return the nail polish and instead of giving me $8.99 return and the $12.01 return making that $21, they only wanted to give me $12.01. I was informed it is because they gave the nail polish to me at a discounted price. They did not give me anything. My previous purchase of $8.99 went into the second purchase and they refused to return that to me. I was told I could call customer service, but they wont give it to me either. That was Sallys policy.I called **************** and he agreed with me until he spoke to the store. He wanted me to go back to the store and wed have a three-way conversation and they would explain. I had to prob him on what would be the results of this three way. His comment was that I would not be get my money back. I did not go back to the store and be laughed at again. I do believe this is unethical and Sallys needs to be reformed or imprisoned. (I did not go through with the return transaction because I was not going to let them ******* me of my money.)

    • Initial Complaint

      Date:01/06/2025

      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.
      Went to Sallys to get a different hair dye. Backstory to avoid unnecessary questions. Used my Sallys cc and dyed my hair back in October right before Halloween and paid off my balance by the start of December. Get my stuff and go to check out. The girl keeps futzing around talking about emails(multiple on file) and then mumbled something about unregistering and what not. Weird to me, not the same protocol from any past trips to the store. Card doesnt process I call the number and it states my card was cancelled! Literally am unable to get ANY information as all it says is its been closed and cant be undone and disconnects! Like just close all your stores because whats the purpose?!

      Business Response

      Date: 01/21/2025

      Please contact *************** ************ for more information about your account. 

    • Initial Complaint

      Date:12/18/2024

      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.
      Sallys is beating me over the head. I never recieved a credit card in the mail and i need it to make payments so i kept recieving late fees while i was unaware and was overloaded with late fees i called and emailed multiple times finally got someone on the phone paid my late fees and cancelled my account. I learned yesterday that i was recently charged ANOTHER late fee. I am a college student and i can not afford this and its crazy cause they STILL have not sent me my credit card but have sent me a statement in the mail stating i owe more money.

      Business Response

      Date: 01/01/2025

      The customer contact ******************** ************* on 12/27/24. We informed the customer the ******************** Rewards credit card is handled by a third party, so we would not have any information on the status of your credit card or the details about their account. We provided the credit card company customer service information:

      ******************** Rewards Credit Card
      Customer Service
      **************
      ****************************

    • Initial Complaint

      Date:12/11/2024

      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 placed an order with Sally Beauty supply on 12/11/2024 and the order was cancelled 10 minutes later by the business with no explanation. I contacted customer support and they stated the items were out of stock but that was not true, I went back to the website and the items were still available, so the customer service *** lied and showed no concern, I requested to speak to a manager and was placed on hold for 15 minutes and was never transferred. The location for the store is in *******************.

      Business Response

      Date: 12/26/2024

      Hello Asrar. We sincerely apologize for the inconvenience with your order. Unfortunately, our website's inventory is slightly delayed in reporting what inventory is available at the selected store. Your order was cancelled because the store did not have the items in stock to fulfill your order. You are welcome to replace the order as a ship to me order or pick up at another location. We sincerely apologize for this experience, and we will be documenting your feedback. Sincerely, Sally Beauty **************

    • Initial Complaint

      Date:12/10/2024

      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 made a purchase in November at the ******** location. The manager **** told me to use products that made half my hair come out. I reached out to the corporate office and let them know if this issue and that I wanted a total refund and would be contacting a lawyer. The corporate office said I could get a refund for everything even Items I didn't have and to let them know. They said they would reach out to the store and eat them know. Corporate office never did and when I went up there last Tuesday no one knew anything about it. I was only given a refund for items I brought back. The store contacted the same rude manager **** that caused my hair to fall out and she said she wouldn't be back in the store till last Friday. **** specifically said if I was not able to come in to call her and she would still do the refund. **** never reached out to me as she had my cell phone number. I go in today and encounter a very disgusting and rude old white lady who proceeded to argue with me and then tell me "I'm not going to argue with you it's not worth it". I still don't have a full refund. **** was adamant I come in for this refund even though this is a matter that can be done without me coming into the store as I want NOTHING to do with this awful location. I want a full refund and a credit card adjustment for the bill I paid.

      Customer Answer

      Date: 12/12/2024

      The damaged caused to my hair by the manager ****

      Customer Answer

      Date: 12/16/2024

      On December 6th I went to the store as discussed with customer service and encountered very rude and aggressive employees specifically named **** and Jewelsy. **** has twice called my phone and has been extremely rude and aggressive with me. When I went into the store I started recording for my own safety and for legal reasons. **** tells  me when I told her I have her on recording voice recording she said good I want it recorded and I proceed to video record her. She then starts screaming like a maniac and again refusing to give me my refund as I was told I would be getting. I kept on recording her as it is not illegal to record any conversation you are apart of. The staff then had a strange white woman following me and watching my every move. **** became extremely aggressive and took a stance like she was wanting to physically fight. This went on for possibly an hour and I left the store still with no refund and after a while staff ignored me and refused to tell me what was going on with the refund. I later received a call from the equally incompetent and uncaring district manager who wasn't even located in the state of ********. She refused to acknowledge how her disgusting and ghetto staff treated me and when I let her know I had the whole interaction recorded and that I would like to send her the video and voice recordings she said "I don't need that I don't want that stuff on my phone" and then later proceeded to lie to me that she never said that. When I let her know I have her and her words on a recording she threatened me and said it was illegal to record her without her consent. Another lie. That same lying DM said the Sally ******************* did my refund but she said no one would be calling me about it and there is no proof to send me. When I checked my Sally card I saw no refund nor was I reimbursed the $30 autopay payment.

    • Initial Complaint

      Date:11/19/2024

      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 purchase a Protege clip trim combo thats cost my a total of ****** dollars on store # ***** on 11/19/2024 active left the store on are as we drive my wife decided to open the box and find out they sold us a used clipper with hair on it so we decided drive back to the store all this one in 20 minutes we told the store worker what happened they checked the self there was hair on it and they told me they couldnt give me my money back. No manager **************** was called and they cant refund my money back or exchange it I also ask for a manager no manager. This bad customer service How can they sell me a used clipper and lied to me saying its a new clipper this is theft I want my money back

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

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