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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:11/12/2024

      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 made a purchase from Sally Beauty, and swiped by **** ******** to pay for it. While at the register, the cashier asked me if I wanted a Sally's card, I told her, I had one before but it never rendered a discount, she said maybe I'll have better luck this time, I asked her if the card was still $5, obviously referring to the discount card which costs $5, she replied "No, its' free". A couple months later, I went to my home that was undergoing major renovations, after a flood, which I hadn't lived in since December 2020, and found a bunch of statements from Sally's beauty. The mail was seldomly checked since all of my accounts are on auto-pay, I called them, but couldn't reach anyone to help. I then sent the letter (attached), and called again, this time, I spoke to a gentlemen who promised to waive all charges aside from the $49.83. I thought the matter was closed. I checked my credit report on Friday, November 8, 2024, and they have blemishes all over my report for late and absent payments. All of which are based on fraudulent late and other fees. I am 67, retired, and very careful about establishing credit cards at my age, and as equally important, I do not appreciate having my credit ruined at my age or any age. I want this matter resolved. It's very stressful, as I am still trying to rebuild my home, and take care of my 92 year old critically ill mother. All while having to protect myself from consumer fraud and be harassed by their constant early morning calls. It is affecting my health, and the health of my mother, since I sleep with her, it wakes us both up every single morning. We are both dealing with health which is already compromised by other conditions. Please help me. Thank you, ***** ******

    • Initial Complaint

      Date:11/06/2024

      Type:Customer Service 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 was belittled and humiliated in front of another customer like I was some kind of criminal because I chose to exchange a product that burned and damaged my scalp. Im not sure if the product was too old, expired or what the shelf life was because it did not have an expiration date on the bottle. Nor did the cashier ****** try to assist me with this ******** not sure if ****** is racist or if something else is wrong with her mentally but she is nasty, aggressive and confrontational. She lashes out without provocation. When I made this purchase 3 days ago she was blocking the entrance screaming at a Mexican repairman that was simply doing his job. She talks to people like trash. Shes going to run off all of Sallys customers if they dont get rid of her quickly. I wont ever shop there again if this is what well be subjected to.Not to mention, the product I was trying to exchange caused severe ***** that left my scalp inflamed, red and peeling off. Instead of asking if I needed any help ****** accused me of abusing Sally Beautys return policy. I made the purchase 3 days ago. How on earth is that abusing anything? I would like Sally Beauty to further explain this abuse policy for me and other consumers or reprimand their disrespectful, unprofessional, ABUSIVE employee.

      Business Response

      Date: 11/07/2024

      We sincerely apologize that you were not satisfied with your purchase from Sally Beauty. Under our love it or return it policy, we are happy to exchange this merchandise or offer you a Merchandise Return card without receipt. If you do have your receipt or proof of purchase dated within 60 days of purchase, we will be happy to issue you a refund. You must return in store and bring whatever is remaining to take advantage of our love it or return it policy. Additionally, this is certainly not the impression we want to make! We do want to apologize for your experience and assure you that our field management will be addressing this with the store employees involved. We appreciate you taking the time out of your busy day to reach out to us. Please accept our sincere apologies, and we hope that you will allow us the chance to serve you again in the future.

      Customer Answer

      Date: 11/07/2024

      I have reviewed the business response and accept this resolution. Thank you for your quick response!

    • Initial Complaint

      Date:11/01/2024

      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 received my sally beauty credit card and activated the card. Spoke to **************** female who refuse to let me speak to her manager. I can't access my account after setting up my account on the website because my password is wrong. Since the account doesn't have my email and phone number, I can't access my account. I always write down my username and password which shouldn't be wrong. I want this solved as soon as possible.

      Business Response

      Date: 11/04/2024

      The Sally Beauty Rewards credit card is handled by a third party, so we would not have any information on the credit card or the details of your account. The customer can contact the credit card company customer service directly at ************** or ****************************.

    • Initial Complaint

      Date:10/25/2024

      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.
      October 25, 2024 Sally Beauty Corporate Office Subject: **************** Issue at *****, ** Location Dear Sally Beauty Corporate Office,I am reaching out to express my disappointment regarding an unpleasant experience I had at your *****, ** store on October 25, 2024. I had placed an online order on October 24, 2024, to be picked up at this location. However, when I arrived to pick up my order, I encountered an unprofessional interaction with the store manager, ***** *******.When I asked for assistance to retrieve my order, ***** responded with an unprofessional demeanor, including eye-rolling and an unhelpful tone, which made the experience uncomfortable. It seemed as though she was unwilling to assist me, creating a situation that was both unnecessary and frustrating.This experience has left me concerned about the level of customer service provided at this location, and it appears that additional customer service training would be beneficial. I respectfully request that someone from your corporate office contact me to discuss this matter further and provide a resolution.Thank you for your attention to this issue, and I look forward to hearing from you soon.Sincerely,******** ******

    • Initial Complaint

      Date:10/09/2024

      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 an order with Sallys Beauty supply online for free delivery within 2 hours from the location **************************************************************** ************. My order had 4 items in total. 1 clairol blue bleach powder packet. 1 clairol violet bleach powder packet. 1 bottle 16oz clairol 40 vol developer. 1 tint ******** order was missing the 1 clairol blue bleach powder packet. It reflects this one the packing slip as it was not available. But the receipt shows I was charged for this. I called the store to inquire about i and the employee did confirm it wasnt available. But she said "you should get a charge back" for the missing item. I have pics that the final receipt shows i was charged. I just want to make sure that I am not charged and do get a full refund for the packet i did not receive!$6.59 (without taxt)

    • Initial Complaint

      Date:10/09/2024

      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 purchased Clairol hair color from this establishment in the shades 2AA, 3AA, 4AA, and 5AA. Not only was this false advertising as my hair came out a different color and tint than what both the box and bottle advertised. I also noticed that the product had Not for retail sale. For use by licensed cosmetologist on the bottle in bold letters. Which is strange as Im not a licensed cosmetologist and I bought this at a retail store.After using this product I felt sick. Ive reached out to customer service multiple times and have gone as far as contacting both the manager and district manager about this issue. They are ignoring it.Not only do I have reason to believe this product may have been tampered with, I was also sold a product that wasnt supposed to be for retail sale.The company will not handle this issue and I need help. Ive reached out multiple times and can provide more evidence if need be.

    • Initial Complaint

      Date:10/06/2024

      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.
      False advertising. I was in the store yesterday 10/5/24. I went to the clearance rack I picked an item off of it. on the box it said the item was $29 it had a reduced sticker on it because it was on the ******** rack reduced to $29 which is the same amount . when I questioned them they said that was the correct price and that it was on the ******** rack because it is being discontinued and they're not going to carry it anymore. It was the last product in that brand in the whole store and I was told that there was nothing they could do to reduce the price. Well if it's being discontinued and it's put on the clearance rack and it has a reduced sticker on it then how can they charge full price? They made no attempts to call customer service or corporate to have the problem rectified They just said that's The price and there's nothing That they could do about it. I've been a hairdresser for 37 years and I have shopped There since the store opened. I called customer service and they basically said the same thing that the store did. So how do they get away with false advertisand and not even trying to rectify the problem? I personally worked at this particular store 2 years ago and when there was a complaint like that you called a number and they verified that you could discount the product no one in the store even bothered trying to call the number to solve the problem. Both the store and customer service Repeatedly told me there is nothing they can do about it. **************** did Say they could contact the Store but there was nothing they could do to reduce the price so all that was accomplishing was calling the store and letting them know which customer personally complained about them. Complaints are to be anonymous and that was very unprofessional. I was a salon owner until I got sick with cancer and had to close so I have spent thousands of dollars with them. No one from the store or customer service Did anything to rectify or even try to rectify the problem

    • Initial Complaint

      Date:10/02/2024

      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 purchased a simple hair trimmer. I was under the impression i was purchasing a cordless trimmer that plugs into the wall and you can use without the cord when its charged like every normal trimmer. When i received it, it requires 2 AA batteries. Ive been trying to exchange it for a regular rechargeable trimmer. I just visited the sallys beauty supply store in ********** for the 2nd time. They tell me that all sales are finals and i cant exchange or return. Signs in store say otherwise. Return policy online also says otherwise. I dont understand what the big issue is? I meet all the criterias for a return or exchange. I live in ********** and i had to make a special trip just to try and exchange just to be turned away for no reason. I showed the employees the sign in store and the policy online and they said even though the sign and policy states what it states, their managers said otherwise and are not allowed to exchange or return.

      Customer Answer

      Date: 10/09/2024

      The business sallys never responded. I see that BBB can send me a list of different agencies that is able to help. 

    • Initial Complaint

      Date:09/26/2024

      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.
      September 25 2024 I was fired for being a rehire after being a store manager with the company for two weeks. My district manager ********* ********* knew I was a rehire and was the one that hired me previously. It is on my employment documents that I am a rehire with her name at the bottom of all the emails. I am sending you my intent to sue letter. Thank you

    • Initial Complaint

      Date:09/17/2024

      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.
      I have been dissatisfied with the way I have been treated by this business. I only used my credit card one time and paid the bill. They charged a late fee and I did not get the bill in the mail. Now they are charging me ***** in excess of a ***** bill they should have waved. I will never step foot inside again.

      Business Response

      Date: 10/16/2024

      The Sally Beauty Rewards credit card is handled by a third party, please have the customer contact the credit card company directly at:
      Sally Beauty Rewards Credit Card
      Customer Service
      (844) 271-2795
      https://comenity.com/contact

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

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