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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:09/02/2024

      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.
      This past week I purchased 3 Glowbloom Eye Pencils. They were so old and dried out I couldnt even apply it. I have had a Sally's account for many years. I tried to return the itmes to the store #****, where I purchased them. The purchase showed up on my account, but the clerk refused to refund my cash payment, stating I had to have the paper receipt. I didnt have that. However she did verify the purchase on my account. Makes no sense! She forced me to accept an in store credit, so I purchased 3 items that I didnt even want. I told her I would contact corporate about this matter, and she stated, "you go ahead and contact corporate". I have had past issues with this store, and have reported them as well. Sally's uses your phone number to track purchases so a receipt from an account holder is ridiculous! I also contacted Sally's customer service, and didnt get any resolution. I will not accept some $5-10 gift card for my next purchase. This has become a habit, offering piddly credits, rather than fixing the issue. I drove 66 miles round trip to purchase the eye pencils, and another 66 miles to return them. The customer service at this store has been problematic for a long time, and Sally's refuses to make any changes! Transaction #****** (09/02/2024

      Business Response

      Date: 10/02/2024

      Per return policy the physical receipt needs to be present to process the return and receive a refund back to the original payment method. 

      Customer Answer

      Date: 10/02/2024

      I am rejecting this response because:  They had my receipt on my account that verified the purchase! They are playing silly games to void their responsibilities of customer service. A receipt is a receipt. Online receipts are deemed legitimate in a court of law, so therefore Sallys pathetic excuse to deny me a full refund plus my wasted time, and fuel is without merit. 

    • Initial Complaint

      Date:08/19/2024

      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 paid my credit card a full amount ***** on the time 24last month.They put the same amount***** $charging fee not late fee. Greatly appreciated *****************************. Please resolved in the timely matters love ******

    • Initial Complaint

      Date:08/18/2024

      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.
      I called Sally Beauty ******************* related to an outstanding balance which appeared to be an error. The company stated that it is mailing invoice which I do not received. I requested a supervisor several times but the female *** refused to provide her nane.

    • Initial Complaint

      Date:07/31/2024

      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.
      I ordered 4 items 2 creams and 2 toners I got it today I opened the box everything is open all **** the box I call them I speak to a supervisor and all they can tell me is they could send out another package but it's not expedited so the time frame in which I ordered gave me plenty of time now I'm in the crunch because I need these products and they can't expedite so in essence I'm paying with aggravation time and money because of Sally's lack of packing a package and caring about their customers

    • Initial Complaint

      Date:07/26/2024

      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.
      I ordered hair products from Sally Beauty to do my hair for an event. When I received my order on the Monday I noticed they sent me the wrong item. I called their customer service **** and advised them of the error. I was told a replacement product could not be sent and my only option to get the correct product was to drive 2+ hours to a store or re-order online, when I asked about the shipping fees from re-ordering I was told there was nothing they could do. The shipping was free for my first order due to the amount but now that I am having to re-order 1 product due to their mistake I am going to be charged ***** shipping for a $16 product. I advised that this was not an acceptable resolution to rectify their mistake and that I shouldnt have to pay more to receive the product I should have received in the first place and asked for a manager to call me, I was told I would receive a call within ***** hours, its now 5 days later and no one has called. I have sent several emails and they just keep saying that a refund was issued and a replacement item can no longer be sent. I wasnt offered a replacement and was advised my only option was a refund and to re-order which I didnt agree to but the refund was processed anyways. I just think its wrong that I now have to pay additional fees to obtain the correct product when they sent me the wrong one. This was a very easy resolution but they have been unwilling to make it right. Due to the incorrect item received and the lack of response from the company I will not have the correct product for my event.

      Business Response

      Date: 07/29/2024

      Customer reached out to ************* and was told we would refund the shipping on the new order. 

      Customer Answer

      Date: 07/29/2024

      I am rejecting this response because:   Just wanted to provide a correction to the response. During all of my previous conversations (phone and/or email) I was never offered a refund for shipping charges on placing a new order for a replacement product. Today I was contacted by the ************* and advised that they will now reimburse the shipping costs, the response insinuates that I was offered this when I contacted ************* which is not accurate. I am awaiting confirmation of the refund prior to closing my complaint. 

      Customer Answer

      Date: 07/30/2024

      Since being contacted by Sally Beauty yesterday and confirming they would reimburse the shipping fees in the new order, I have ordered the correct product and received a confirmation email that a refund was issued for the shipping charges. My complaint is now resolved and I would like to close it accordingly. Thank you for having this platform in place to assist consumers in obtaining a resolution. 

      Customer Answer

      Date: 07/31/2024

      This company is the worst! I just received my replacement order and its the wrong order. I received another customers order, now I have no idea where my replacement order was sent. I have never seen such disorganization and the time I have spent to correct all these mistakes. 

      Customer Answer

      Date: 09/23/2024

      Hi there, they finally agreed to reimburse the shipping fees on the replacement order but when the order arrived they sent the wrong products again. I had to go through the entire a second time and eventually received the correct product.  Thank you! 

    • Initial Complaint

      Date:07/26/2024

      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 submitted an online order to be delivered the same day, when the order arrived it was missing items. I tried calling the store that my order was sent from but they didnt answer me so I called the costumer service line, the person that answered had a very heavy accent and it was hard to understand her, , I reported the missing items and she said that she had to call the store to confirm they didnt shipped the items. She had me on hold for more than 15 mins, then she said that unfortunately the missing items couldnt be shipped because it would take too long for them to arrive since they cant do the same day delivery again. I paid for this and now they cant send me what Im missing from the order. She said that she would submit a refund and hung up the call. I havent received any notification about the refund, my account hasnt received anything either so at this point I feel like I was robbed.

      Business Response

      Date: 07/29/2024

      Customer was issued a refund on 7/26/2024. It may take 2-5 business days to post to their account. 

    • Initial Complaint

      Date:07/25/2024

      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.
      Store: 465 Date: 07/19/2024 Time: 4:52 PM Beware if shopping at Sally's in ********, ** if you're BLACK!!! I visited Sallys in ********, ** on ***************** and was racially profiled. I went to this store with my daughter and grandson to shop. The cashiers (white) took turns following us around the store, it was really slow that day we were the only customers in the store. The one cashier who followed us from the front of the store to the back was looking over our shoulders and into our basket. About 15 minutes later another black customer entered the store, and that's when the cashiers decided to split up and assign themselves to a customer. It was so obvious it was sickening. I was so excited to use my new Sally's Credit Account and coupon until this happened. I ended up spending approximately $60 but was NOT happy with our shopping experience. Very embarrassing experience. Once I left the store, I called and addressed the matter with the cashiers and they were so nonchalant about the situation. I won't be back!

      Business Response

      Date: 07/26/2024

      Customer reached out to ************* and the complaint was filed. This has been forwarded to field management that oversee this store. 

      Customer Answer

      Date: 07/26/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/22/2024

      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.
      Date of transaction: 07/22/2024 Purchase amount: $56.62 Complaint: I placed an order online for 2-hour delivery. The order was delivered to the wrong house. I contacted the delivery driver who said he was unable to do anything about it. So, I contacted Sally Beauty Corporate, to which I was informed that I can only receive a refund if the products are returned. However, I cannot return something that I do not have, I expressed my dissatisfaction and was still refused a refund. A photo of the items on a doorstep was sent to my phone, to which I was able to confirm that it was not my door. My dad walked down the street of our neighborhood and could not find the items on any of our neighbors' doorsteps.

      Business Response

      Date: 07/23/2024

      The customer was refunded for this order on 7/22/2024.

      Customer Answer

      Date: 07/23/2024

      I called the company again later in the day and spoke with another representative. She was able to issue a refund for the items, and said the representative I spoke to the first time was wrong. 

      Customer Answer

      Date: 07/23/2024

      I have reviewed the business response and accept this resolution. 

      Thanks to the 2nd representative that I spoke with who was able to refund my purchase. The first representative did not have a clear understanding of the situation or the companys policy. 

    • Initial Complaint

      Date:07/17/2024

      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.
      $48.66 I was charged for products I did not receive. I contacted well before products arrived at wrong address and asked them to cancel since it showed the wrong address. They stated I would need to contact ***** and cancel it. I called ***** and they stated that the sender needed to council it. The items were never canceled. They will not send me replacements to correct address and also refuse to refund me stating they are not liable for incorrect address. ***** specifically stated they were able to cancel had the sender connected them to cancel it and Sally's refused. I would like my money back or my products.

      Business Response

      Date: 07/18/2024

      When customers place an order, they are required to review so by placing it customers verify all info is correct. ******************** is not liable for incorrect addresses. If the order is sent back to the warehouse, a refund will be issued. 

      Customer Answer

      Date: 07/18/2024

      I am rejecting this response because:   I had canted Sally's prior to ***** delivering the products to conceal with ***** which is the senders responsibility to contact ***** and cancel! They instead decided to tell me that I needed to contact ***** instead which ***** confirmed that the sender must request the cancelation. Every call is recorded and Sally's gave the incorrect information and refused to cancel when still in time to do so. I do not live in ** to be able to return what Sally's allowed ***** to deliver by refusing to cancel as required being the sender. They very well know the policy and decided to tell me to contact ***** instead of doing it by policy which is why they are liable for giving a refund. 

      Business Response

      Date: 07/22/2024

      Sally Beauty is not liable for incorrect addresses entered by customers. If the order is sent back to the warehouse, a refund will be issued. 

    • Initial Complaint

      Date:07/17/2024

      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.
      Order Number: WSA1531244063 Date Ordered: Jul 15, 2024 $69.31 I was supposed to pick up part of this order in-store, when I went to pick it up, someone else had already gotten my order. I did not ask or employ anyone else to pick up my order. The store claims that they verified ID and/or email confirmation from this person, however, when I was in the store the associate claimed they didn't do that and just assumed it was accurate. I tried to reach out to customer service and was told there was nothing they could do since the order was supposedly verified by the store associate. Now because of an associate error, I do not have my items and am at a loss since I already paid for the items. The store called their tech support only to tell me that I would have to call to try to settle it. After calling, again I was basically given no options. I don't think it's too much to ask to get my items and/or a refund.

      Customer Answer

      Date: 07/18/2024

      The business reached out to me and this matter is resolved.

      Business Response

      Date: 07/18/2024

      A refund was issued on 7/17/2024 for the pick up portion of the order. An email was sent to the customer as well. 

      Customer Answer

      Date: 07/18/2024

      I have reviewed the business response and accept this resolution. 

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

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