Business Profile

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

154 total complaints in the last 3 years.
64 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:07/16/2024
Type:Service or Repair Issues
Status:
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 have a complaint against Sally Beauty and ************** My husband bought a hair dryer online and needed to return it. He was directed to take it to Sally Beauty. We took it there on 01/20/24. The store clerk accepted the dryer but said she could not refund our money. Instead, she gave us a store gift certificate. My husband told me to select some items, and I did, totaling $85.18 I thought the store would use the gift certificate for payment. Unknown to me, the store also "approved" me for a Sally Beauty Rewards Credit Card. It was "bait and switch": surreptitiously issuing me a credit card that I did not know about at the time and did not want. We left the store with our merchandise which we thought was covered by the gift certificate, thanking the clerk. I began receiving telephone calls from ************** an institution I had never heard of. I was told I owed money to the bank: if I did not pay, I would be penalized. The same woman from Comenity harassed me for about two weeks. I finally shouted at her over the phone, telling her I owed her nothing. ************* then publicized me online as a bad credit risk. That publicity in the banking world reduced my credit rating. I was sent a statement of my name and addresses from several years back, and told to correct any errors. I never received the Sally Beauty credit card, didn't want it anyway, wouldn't have used it. Meanwhile, Comenity has apparently added interest to the $85.18, and now wants a larger amount of money from me. Usury. We were never reimbursed for the hair dryer. And I paid $85.18 that I thought would be paid by a gift certificate.
Business Response
Date: 07/18/2024
For further assistance, customer will need to contact our ************* line at ************.
Initial Complaint
Date:06/23/2024
Type:Product Issues
Status:
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 was trying to make a purchase on 6/21 around 7:00 am on their online site. I was originally just going to do a pick up order at a store in my area but then saw they had a promotion where if you spent 35 dollars or more you could get free 2 hour delivery. Upon trying to fill my cart and start the check out process they were still charging me for a delivery fee when I had over the 35 dollars in my cart required for the promotion. I then switched to pick up and upon trying to check out the site told me that my items were unavailable at said store. I then had to make changes to my purchase and switch between stores to try and get all the items I needed in one fell swoop. Once everything seems to be correct I go to check out and the order didnt go through with their site because the items apparently werent available again. I then messed around with the site for another hour switching between 3 different stores in my area to again make sure I can pick up all my products at once. When checking out this time I used a different card and the same thing happened where Sally beauty couldnt complete the order because the item magically became unavailable in the 1 minute it took for me to enter my card info and submit the order. Sally beauty couldnt complete the order but charged two of my cards a combined amount of almost $100 that has been pending in my two accounts since 7:20 am on 6/21/24. I then call their customer service number where I spoke with a representative who said it was not on sally beauty but my bank that is holding the funds and was told to wait ***** hours for the money to be put back in my accounts. I called my bank the next day and they said in fact that sally beauty was the one holding the funds and my bank was in fact not holding the funds. I then call sally beauty back and they switch the timeline again from ***** hours to now 3-5 days yet again still putting the blame on my bank. I called my other bank and they said that sally was holding the funds
Business Response
Date: 07/22/2024
Customer was emailed on 6/28/2024 about the pending charges being reversed.
Initial Complaint
Date:06/23/2024
Type:Product Issues
Status:
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.
Hello, I made two purchases on my account in March 2024. Order #WSA1530994137 for a total of $31.29 and #WSA1530350088 for a total of $33.14. I contacted customer service over two weeks ago because my points and elite status tracker was not updated. After taking with customer service they stated there was a glitch because my account order history shows the orders but when look up the order # there was no account connected to the order. Which doesnt make sense because under my order history it shows I made the orders with my account not as a guest.They corrected my points and added ************************************************************************************* to have a specialist fix it. I called last week to ask what was the status of the ticket and they stated there was not an update but they would include in the ticket that I called again about this issue and I should hear back soon. Well I never heard back. Im very frustrated because I spent over $100 ($60+ which was not tracked) putting me half way to elite status but because of this issue Im not close to elite status. Im asking to get this resolved asap because this has been pushed to the back burner and I have not gotten any updates or resolutions. All I want is my elite status tracker to reflect my purchases made in 2024, thank you. I think the case/ticket number was ******** or 9821139777.I believe this might be a common issue or glitch with apple pay users per my research, which should not negatively effect me since your company decided to support Apple Pay without correcting the glitches and now because of this my purchase totals are not counting towards my Elite status.
Business Response
Date: 07/22/2024
Customer's account is still being worked on. This can take several weeks to complete.
Customer Answer
Date: 07/22/2024
I am rejecting this response because: The issue is not resolved its been almost a month
Customer Answer
Date: 09/30/2024
Have not heard from the company and the issue has NOT been resovled
Initial Complaint
Date:06/22/2024
Type:Customer Service Issues
Status:
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.
Today 6/22, I spoke with a Sally Beauty customer service rep named May regarding my potentially hacked account and the lack of empathy and importance towards the issue is very concerning. I logged into my account online and noticed my password didnt work. I reset it and logged in. I went into the app to place an order and when I went to checkout, I noticed a totally random delivery/billing address with my name on it. I felt panic and immediately called Sally's customer service. The rep was acting as if it was no big deal and when I asked her if my account had been hacked, she replied with probably. Zero empathy and zero concern with trying answer my questions. I asked how this could possibly happen and she said that I mustve given the wrong information which obviously is not the case. I created the account about 2-3 weeks ago and I created it online with my correct info. I even had my credit card info saved there which I have now deleted. Ive never seen this address before and its certainly not mine. I asked if I could speak with a manager, and she declined saying they do not work on weekends. I kept asking her what she was going to do to resolve this because she was not taking any initiative. She mentioned she'd send a ticket to try to investigate. I emailed their customer service email and went back and forth with someone who also took the issue lightly, zero empathy. Also asked me to verify my info via email - I replied again that my personal info was the issue here and they stopped replying. I'm extremely concerned that no one at this company is taking this issue seriously.
Business Response
Date: 07/22/2024
Customer will need to contact ************* for further assistance.
Phone: **************
Monday - Friday, 8 a.m. - 9 p.m. CST
Saturday & Sunday, 9 a.m. - 6 p.m. CST
Initial Complaint
Date:06/11/2024
Type:Billing Issues
Status:
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.
The website is a joke, my payment went to the bank and disappeared. I called the bank and was told Sally rescinded the charge and was charged 2 late payments and would only get a $15 credit back. If you call, you are on hold forever or disconnected. I spent 27 minutes on the phone with dead air. The message is they can't process the payment yet when I called the credit card company they used the same information to process the payment.
Business Response
Date: 07/22/2024
The Sally Beauty Rewards credit card is handled by *************, so we would not have any information on the credit card account. Customer will need to contact the credit card company customer service directly.

******************** Rewards Credit Card
Customer Service
**************
****************************
Customer Answer
Date: 07/23/2024
I am rejecting this response because: They never responded. If they want to stick their head in the sand, that's fine but I am not going away.
Initial Complaint
Date:06/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Sallys refuse to give me my money back. I went into the store to make a purchase because I don't shop Sally's I asked about the product and also about the return policy. The ***resentative said as long as I had my receipt I can return it. No problem had her to hand me the receipt. I went back a few days later and was asked did I have an account I said no. So the ***resentative said I could not return the item. I told her I do not have to provide my personal information and setup an account to return something when I didn't have an account to purchase it. Plus I asked before purchasing the item what was the return policy. I asked for a manager she contacted the manager by phone. The manager ******* arrived at the store and did no more than *** ***resentative showing me her register system. She said that is their policy. I said it is not written anywhere, not on thr receipt and I wasn't told that. I told her while waiting I watched the *** with other customers and not once did she tell those without an account the return policy. I asked for the regional managers name she only gave me ****** she refused to give the lasy name. Then ******* threaten to kick me out the store because I was talking.
Business Response
Date: 06/10/2024
Please contact Sally Beauty ************* at ************** for further assistance.
Customer Answer
Date: 06/14/2024
I am rejecting this response because: I contacted the number stated in the report for customer service on June 11 spoke with *******. ******* said they could do a return without setting up an account. She contacted the store and gave them a reference number ******* and spoke with **** ****** to advise them to give me a refund when I do return and she gave them the reference number. I arrived at the store on Jun 14 the manager ******* was there. She called customer service and IT. I don't know what there conversation was but she did not take the item and receipt and give me a refund. I still have not received a refund for this item.
Business Response
Date: 06/14/2024
To better assist, customer needs to reach back out to our ************* line at ************.

Customer Answer
Date: 06/14/2024
I am rejecting this response because: I have already contacted the customer service number. I stated that in my last message. I did what customer said which was to return to the store for my refund. I went to the store today and ******* the store manager did not give me a refund. Your customer service ***** regional manager or someone will need to contact the store and speak with ******* on refunding my money.
Business Response
Date: 06/17/2024
Please contact Sally Beauty ************* at ************** for further assistance.
Customer Answer
Date: 06/17/2024
I'm not sure why BBB keep accepting the same answer from Sally's. I have contacted that 866 number twice already. I have gone back to the store. Nothing has come of it I have not received my money back. I do not understand why the same answer is being accepted as an solution. I will like my money back. I have the receipt and would like a full refund. Sallys Corp need to find a resolution and refund my money but calling that number talking to those representatives have not helped. Please do not accept this as a solution.
Customer Answer
Date: 06/18/2024
I am rejecting this response because: I'm not sure why BBB keep accepting the same answer from Sally's. I have contacted that 866 number twice already. I have gone back to the store. Nothing has come of it I have not received my money back. I do not understand why the same answer is being accepted as an solution. I will like my money back. I have the receipt and would like a full refund. Sallys Corp need to find a resolution and refund my money but calling that number talking to those representatives have not helped. Please do not accept this as a solution.
Business Response
Date: 06/21/2024
The store has been contacted on how to process the return without an account. Customer will need to contact our ************* line at ************ while in the store if encountering the same issue.

Customer Answer
Date: 06/22/2024
I am rejecting this response because: I contacted the customer service **** before going to the store to make sure I would be able to get my money back. The customer service ***resentative called the store before I arrived. The ***resentative said they should be able to contact tech support and if it doesn't work to call customer service back. We'll I did not hang up with customer service. I kept them on the line when I entered the store. I said to the lady in the store that I was doing a return and customer service just called her. She said she cannot do a return without an account. I said customer service said to contact tech support she said she was not calling tech support I would need to come back when the manager was there. The entire time in the store the customer service ***resentative was listening to the interaction. The store *** got nasty with me as I was talking to the *** over the phone asking what I needed to do now because the lady said she will not contact tech support. I asked the store *** for her name and she said she didn't have to give it. The customer service agency said she already had her name and will make notes. All of this is a big inconvenience and a lot of wasted gas. Stop telling me to contact your customer service ****. Someone needs to reach out to me to advise me of how I will get my money back. This is the worse experience I have seen where a store refuses to refund someone with a receipt.
Customer Answer
Date: 07/08/2024
The customer service **** has retrieved my address and full name and setup an account without my permission. I found out from another store that all of my information name, full address, email and phone was put into sallys system without my permission. I never gave the customer service **** my address, last name or email address so how did they get this information. Now they setup an account without my permission and soliciting my email with all this junk. This company is disrespectful to my privacy. I did not ask for their solicitation or to have an account. I want my information removed. I have a right to my privacy. A company that takes your information without your permission is not a company I would ever deal with.
Customer Answer
Date: 09/05/2024
I finally received my refund when I went to a different ****** store and received a refund.
Also the customer people entered my personal information into ****** system without my permission. I never gave them my address but they researched my information and loaded in into their system. I asked then to remove jt because they didn't have my permission.
Initial Complaint
Date:06/06/2024
Type:Billing Issues
Status:
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 came to this location and was offered a credit card which I did not want but they signed me up for it anyway. I keep receiving bills but I have not even used the card. I would like to cancel this credit card.
Business Response
Date: 06/10/2024
The Sally Beauty Rewards credit card is handled by a third party, so we would not be able to assist with this issue. Please contact the credit card company customer service directly.

******************** Rewards Credit Card
Customer Service
**************
****************************
Initial Complaint
Date:05/14/2024
Type:Customer Service Issues
Status:
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.
STOP LETTING OTHER PEOPLE AND YOUR STORE ASSOCIATES USE MY ACCOUNT INFORMATION FOR THE LAST TIME!!!!!! I DID NOT COME IN THIS STORE AND I DID NOT MAKE A PURCHASE AT 7:50PM WITH A **** CARD ENDING IN 3557 AT REGISTER 2, TRANSACTION ******!! I DO NOT GIVE MY INFORMATION OUT TO BE USED MY OTHERS AND DO NOT APPRECIATE SALLY BEAUTY RELEASING MY INFORMATION! THIS IS UNPROFESSIONAL AND DISRESPECTFUL! IM ****** OFF ABOUT THIS AND THIS IS NOT THE FIRST TIME THIS HAS HAPPENED! I WILL BE FINDING LEGAL ASSISTANCE SINCE YOU GUYS CANNOT RESPECT MY PERSONAL INFORMATION AND GIVING MY INFORMATION OUT! IDENTIFICATION NEEDS TO BE ASKED FOR!
Initial Complaint
Date:05/13/2024
Type:Product Issues
Status:
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 purchased earrings and one does not close and cant be worn. They refuse to help me. They say sales are final. They are knowingly selling defective items and the customer has no recourse.
Business Response
Date: 05/14/2024
Due to hygiene reasons with jewelry, it is final sale. Since item is defective customer will need to contact the maker Studex at ************** for further assistance.
Initial Complaint
Date:05/07/2024
Type:Product Issues
Status:
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.
Store:10497, Date: 4/30/24, Transaction: ******. Purchase Price: $71.14 , I am a Licensed Cosmetologist. I purchased: Andis Slimline 2 Trimmer. When I opened it, it was already fully charged like someone had used it before. It also had hair on it. I attempted to return it. The store refused to take it back & they instructed me to call Sally ***************** **************** instructed me to contact the **************** did so. The manufacturer said they don't refund items purchased at another retailer. They told me I have to get my refund from Sally. Sally's is horrible to Cosmetologist, you guys ripped me of & sold me a used Andis Trimmer. I want my money back, a full refund.
Business Response
Date: 05/21/2024
Sally Beauty has a strict final sale policy on clippers and trimmers. Any defects or damages would come directly from the manufacturer. Since the item has warranty, customer will need to contact the manufacturer at ************** for further assistance.
Customer Answer
Date: 05/22/2024
I am rejecting this response because: I already contacted the manufacturer. They will not refund my money. They told me to get my money back from Sallys because they sold me a used clipper that was already charged and had hair on it. Its been less than 30 days since I purchased this and I want my money back. You guys ripped me off, this is horrible to Beauty industry professionals. No one should shop there ever again. I will make further complaints against this company if I dont get my money back.

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