Complaints

This profile includes complaints for Sally Beauty Holdings Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sally Beauty Holdings Inc. has 454 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sally Beauty Holdings Inc.

  3001 Colorado Blvd Denton, TX 76210-6802

• 

  Sally Beauty Holdings Inc.

  PO Box 490 Denton, TX 76202-0490

• 

  Sally Beauty Holdings Inc.

  1366 E Belt Line Rd Richardson, TX 75081-3709

• 

  Sally Beauty Holdings Inc.

  3767 Forest Ln Ste 108 Dallas, TX 75244-7100

• 

  Sally Beauty Holdings Inc.

  2334 W Buckingham Rd # 270 Garland, TX 75042-3973

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:03/18/2024

  Type:Billing 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.

  For 2 months I have been calling Sallys-They tell me I need a manager. I was told by their staff not to leave coloring on hair like recommended on bottle and it looks like c*** They refuse to credit me.

• Initial Complaint

  Date:02/28/2024

  Type:Product 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.

  I made multiple purchases online from Sally Beauty. On my last two purchases I had a mixture of pick up in store and ship to home items. During the month of February Sally Beauty is running a Buy 2 get 1 free, on limited black beauty hair products, and eye lashes. After my order was completed my shipped items were fine, but both times I had to pick up in store my in store items had cancelations. The cancelations were always my free items. I called Sally Beauty online asking can my cancelled items be sent to me or can I pick new items as they were free and they would not be reimbursing me anything. Sally Beauty representative stated that in the policy it states that you cannot get another once sold out of the item purchased. I lost 4 free items. The only reason I even made the purchase was because of the promotion. I asked to see the exclusion that states that. He even sent me an email and said it somewhere on this page. I searched the website and it only stated BOGO for certain products. I requested a supervisor call back. They stated the supervisor would show me the policy on the website. If I would have known it was going to be sold out and that was the policy I would have just asked for the items to be shipped to me to be safer. It makes no sense to lose out on a free item. If it says Buy 2 get 1 free and it does not matter the item I should at least be able to pick another free item in the same category of beauty or lashes. Its false advertisement. I checked that entire website and there was not one thing about that policy and I even read the fine print. It said it was in stock in store and I had 4 things not in stock and all of them were my free items. I asked could they just ship it with the rest of my items since my items had not shipped yet or could I pick it up at another Sallys or pick another item in store as there almost 400 items apart of this deal. It was no resolution because of this fine print that I could not find.

  Customer Answer

  Date: 04/18/2024

  Yes. They refunded the money for items. I wanted to see if can display that 

• Initial Complaint

  Date:02/25/2024

  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 ordered products on 2/4/2024 at 10:55AM, for a two hour delivery costing about $35. I got a notification that my order was cancelled (picture provided) so I waited the 24 hours to see if it arrived as their FAQ page suggested. I did not receive it by 2/5/2024 so I sent an email which was the suggested way to contact them. I NEVER got a response. I then started noticing multiple bank statements from Sallys. I chatted with customer service on ********************************************* website. They said the order will be refunded and I have nothing to worry about. Then on 2/18/2024 I got ANOTHER charge from Sallys, so I called customer service. She said it will be refunded in 3-5 business days and I have nothing to worry about, I asked her to send what she stated to me in an email which I received the same day on 2/18/2024. As of today 2/25/24, I have received a THIRD Charge from Sallys beauty. I would like all of my money back and to no longer be charged. I would like for Sallys beauty to remove my card info from their data base.

  Business Response

  Date: 02/26/2024

  This has been escalated. Customer will be contacted once it has been resolved. 

  Customer Answer

  Date: 03/01/2024

  I am rejecting this response because:   I WAS CHARGED AGAIN. STOP ALREADY IF IM NOT RECEIVING THE PRODUCTS. THIS IS RIDICULOUS ALREADY. 

  Business Response

  Date: 03/01/2024

  A refund was issued on 2/27/2024. Please allow 3-5 business days for the refund to post to the account. 

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising 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.

  Date of Transaction: 2/15/2024 Amount paid: $29.04 Business committed to delivering the items I selected online within two hours.My order was canceled with no reason giving about an hour after it was placed.The website advertises free delivery on orders over $35 (banner at top of website, option available to click on for each item in cart). My order was just under that, so I paid a delivery fee of $5.95.The business has not provided a reason for the cancellation or offered any restitution besides a refund.Order number: WSA1530124974

• Initial Complaint

  Date:02/11/2024

  Type:Product 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.

  I Purchased new hair clippers with the full assistance of a sales associate. I took them home and tired using them this morning, to cut my sons hair. The blades would not cut his hair, and his hair actually got stuck in the blades. This product is trash! This afternoon I took the clippers back to Sallys to return and the sales associate refused to return the product stating that it was company policy. This product is not only seriously defective and or not a quality product BUT it was recommended as an excellent product for cutting hair by your trained associate, thats why it was purchased. Your associates are supposed to be trained in all products and know what theyre talking about. Therefore, I would like a full refund.

  Customer Answer

  Date: 03/11/2024

  Purchased a new hair clipper still in the box having buyers remorse I found something cheaper at ******* The item is brand new in the box with the receipt and the retailer refuses to honor a refund not sure what the issue is

• Initial Complaint

  Date:02/05/2024

  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.

  Hello,I have been fighting this company for a couple of years now. I opened a card with them, paid it and closed the account. They actually sent me a check when I closed the account because they owed me money on it due to a fee charge that shouldnt have happened. They are STILL reporting this card as a late payment even though that wasnt the case. I need the late payment removed as discussed with them several times (which they said they would report it not late) to the credit bureaus. I dont know what to do anymore because it has been almost 2 years and they havent removed it, every time I call they say they did remove it.

  Customer Answer

  Date: 02/07/2024

  I have tried to dispute this through all 3 credit bureaus again (*** tried a couple times a year) and they are all coming back with one late payment STILL being reported by this company.

  Business Response

  Date: 02/12/2024

  Sally Beauty Rewards Credit Card is managed by *************** ***************** Customer will need to contact them at ************** or visit their site at ********************************************************.

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:   I have called the company multiple times, per my complaint. They stated they were taking the late payment off my account multiple times and it is still there! 

• Initial Complaint

  Date:02/01/2024

  Type:Customer Service 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.

  Here is the message I sent to Sally Beauty about a problem in its store. I received an automated confirmation email from Sally Beauty January 30 at 1:59 PM. Even that automated reply stated that I would receive a reply in 24-48 hours. (SEE ATTACHED) However, that has not happened. I have received NO reply beyond the automated response.
  
  I brought back receipt and returned unsuitable hair product at Beaverton store. (SEE ATTACHED) For a replacement/exchange, I bought a slightly lower-price Bondbar pre-shampoo. (SEE ATTACHED) The clerk refunded my card and wrote "Returned" on my receipt. She DID NOT give me any paper receipt for the new purchase. I even asked about it and she still refused. Said, "the record will be here in your account." However, I had used a paper receipt for returning, and wanted a paper receipt.) The original-only receipt is: store 2219 date 1/26/2024 register 1 09:19 AM Transaction 174694. WHY did the clerk refuse to give me a paper receipt for the new replacement item I purchased? IS the purchase on my account? IS it returnable in the proper timeframe, or did the clerk's refusal to give me a paper receipt interfere with my right to that process? I have the original receipt, showing item with "Returned" written over it. (SEE ATTACHED) However, (1) the clerk refused to provide me a paper receipt for the replacement product I got. And (2) Sally Beauty has not replied to answer my question: "Is this purchase showing as a receipt in my account?" And (3) Why did the clerk refuse to provide me a paper receipt even after I asked about it?
  Sally Beauty web contact form does not allow attachments. I wrote that I considered communicating via Better Business Bureau because it allows for attaching photos of the receipt. I wrote that I would pursue this further if necessary.
  
  Apparently it is necessary to pursue it further, because (1) I have the original questions and problem written via contact form, and (2) Sally Beauty corporate has failed to reply.

  Customer Answer

  Date: 03/05/2024

  The business did contact me directly. **Note** This is a very RARE thing to happen. But it did send me the receipt that the store clerk ahd refused to provide. It also claimed that it would inform the clerk in question of this, but we do not know how or whether that happened.

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising 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.

  Today, February 1, 2024, at about 4:00 p.m., I walked into Sally Beauty @ ************************************************************* because there was a sign in the window stating that the *** products were 20% if you buy 4 (mix and match). I was initially at the salon next door, but once I saw the sign I decided to go in and purchase my hair dye, because at that price, I would have basically received a free dye. 9.49 x 4 less 20% (***** - 7.59 = *****). My son also wanted to purchase some temporary hair dye. I went into the store and after a few moments I was able to find my color - they had moved some items. The 20% off sign was all over the aisle as well. I believe that there were at least 4 signs in the aisle. When I got to the cash register there was no one there, but I did see her coming up the aisle on her phone. She then came and rang my order, but when she got to the total I did not receive the discount. I said, "is that the total with the 20% off?". She replied, "no, that sale is no longer happening." I said, "you have an entire aisle full of signs and also the one on the door." She then told me that there was only a sign on the door that said you get a free item with a purchase of something that I didn't buy. I said, "no, there is a sign in the window" and I opened the door and there it was and I read it to her. She said, "well, that was last month" and proceeded to remove the decal from the window as well as a couple of the signs from the aisle. She said, "I could call my manger, but she would just tell me that it isn't he correct price." I did need the dye, so I put two of them back and only purchased two as well as what my son wanted, but I didn't want to purchase anything. I was very upset that I went into the store because of the advertisement, that I spend a few minutes looking for the item and saw the sign all over the aisle just to be told that it was incorrect. I should have received 20% off my purchase and the sale should have been honored. False advertisement!

• Initial Complaint

  Date:01/30/2024

  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.

  I bought some products and a box of Permanent Crem Hair Color (Demi 6N Dark Naturel Blonde) from the Sally Store ( *****************************************************) on 10 January 2024. The employee was very friendly and helpful. He answered our questions and suggested a number that would work well for my daughter's balayage to shine."After I applied the product to my daughter's hair and washed it, we noticed that her balayage had disappeared, and all of her hair had turned dark brown. The next day, I accompanied my daughter to the store where we had purchased the product to return it and inform them of the problem. The employees informed me that they could not accept empty boxes according to their policy. I sent a message to Sally Beauty Company and called customer service, who instructed me to go to the store and return the product. She also sent me an email to show them. However, when I went to the store, the employees did not accept the return and informed me that they couldn't accept an empty box. It's frustrating because I cannot know if the product is effective without using it. "This whole experience has been a waste of time. I had to spend time buying and using the product, and then twice had to go to the store to return it. It was also a waste of money, as my daughter had *************** just two days before and had spent money to buy this product. All of this has caused a lot of stress."

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair 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.

  I ended up with 2 Sally Beauty accounts because years ago when I renewed, because instead of renewing the cashier in the store created a second account. Last week, I submitted an online request FROM WITHIN MY ACCOUNT to ******************** to delete the account under this email address (same email as I am using to submit this complaint). I've answered all of their multiple follow up email questions (address, email, other email, last online purchase (none, never), last in store purchase (I don't know probably was years ago), what was the last thing I purchased (I don't know probably hair coloring supplies). Every time I answer their questions they just come back with more ridiculous questions. I have proven who I am. I would like the account deleted, as well as I am now asking for the second account to also be deleted because I will no longer shop there after this.

  Customer Answer

  Date: 01/31/2024

  On Jan 31, 2024, I received an email from **************** that claims that they closed the accounts, however this is incorrect.  I checked by logging in, and both accounts are still open and active.  I have notified them that the accounts are still open.  The issue is not resolved.