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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

    • 155 total complaints in the last 3 years.
    • 63 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:01/11/2024

      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 had some fees add up on my Sallys beauty credit card that I needed to have payed by 12/27 so I went up to the Sallys beauty store near me and payed $125 in cash at this location because I owed $121 well the lady didnt give me my change back which was fine I lt was just a couple bucks well the next day the statement I received said they tried to pull the money out of my account and it didnt go through so they added another fee on my credit card so no there still trying to get me to pay after I had already went up there and paid my bill at this point there trying to scam me out of my money and its harassment

    • Initial Complaint

      Date:12/27/2023

      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 purchased a hair dryer for a present in July that never worked. I contacted Sally Beauty Supply in August and they never responded back after my initial complaint. It was paid through PayPal and they did not help with my dispute.

      Business Response

      Date: 01/10/2024

      Please have the customer contact ********************************** at ************. 

    • Initial Complaint

      Date:12/10/2023

      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.
      On Sunday Dec 2, @023, The manager called the police because i complained about her taking her lunch while we waited at the register for ****************************************************************************************** lunch break and she had a bad day.. i said her lunch break d/n supersede customer service. she responded by calling the police And trespass from the store and refused to ring up my purchase. the manager is named ******** . She is aloo racist ** she dn report to the police that all ppl in line complained ..onthe Black customer was reported. The DM ******* refused to return my phone call and d/n respond to my email effectively discuss the issue.

    • Initial Complaint

      Date:12/02/2023

      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 received and incorrect item in my order today but yet was charged the full price for the item that was incorrect I also call Sally's beauty.com customer service line and was told that I would get a refund and I've checked and there has been no refund even started or initiated I ordered a pack of 10 vinyl gloves instead I received a pack of two vinyl gloves and this was from a order that I placed online order number WSA1529503488 and the order ID for the gloves are SFS-********* I'm requesting a refund back to my original payment method

      Business Response

      Date: 12/04/2023

      Customer reached out on 12/2/2023 and was told a refund was requested. Refunds can take 2-5 business days. The refund was processed on 12/4/2023.

      Customer Answer

      Date: 12/04/2023

      I am rejecting this response because:   never received confirmation email and checked account there is nothing showing a pending refund 

      Business Response

      Date: 12/04/2023

      Refund was issued on 12/4/2023 and email was sent. Since refund was issued today, it may take 2-3 business days to show on customer's account. 

      Customer Answer

      Date: 12/04/2023

      I am rejecting this response because:   still see no pending refund on my Sally's beauty supply credit card account usually it will show a pending refund and I didn't get nothing just a email I should at least be seeing a pending refund already 

      Customer Answer

      Date: 01/18/2024

      Issue was fixed 

    • Initial Complaint

      Date:10/26/2023

      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.
      Tonight I visited my local Sally Beauty and had the worse experience. I have been a customer for a long time and have maintained a pro elite account as well. I went to my local store because I needed some duck clips to finish a client. I attempted to order online but only 2 was showing available. I want to get 3 so I can get the buy 2 get 1 deal that is currently be ran. In my online account it showed my pro price if I purchased 3. I was going to place a pick up order but only 2 was available online. I went in store the lady said the pro price can not be applied with current Sally promotion I explained she was incorrect she still over charged me. I called customer who said I was correct and called the store. She was being rude to the customer service rep and hung up on them. She proceeded to call someone name ******* and proceed to mock me over the phone with him in my face. I had my toddler with me and ***** straight disrespected me. I want to be contacted by a district manager. I will allow you all 7 days to resolve or I will take to my ******* channel with ******* subscribers!! ***** was on the phone making a mockery of me these customer act like they can get pro price and the store sale. She talked to someone from customer service who said I was wrong so you want to talk to her an explain. I immediately asked for a refund before things escalated. She told me I need to wait until she hangs up the call. So I began to get upset. I look forward to hearing from you guys and the rectification of the issue. ***** is an older wrinkle lady with some blonde hair with heavy yellow undertones. It crazy she works at Sally beauty with horrible hair. Ive also attached a screenshot of what my order should have been but ***** said I can get my pro discount with store promotion which is incorrect as you can see from the screenshot. I was charged $10.25 in store because she rang me as a regular **********

      Business Response

      Date: 11/09/2023

      Pro discounts cannot be combined with other sales/promotions. Please have customer contact Customer Care. 

    • Initial Complaint

      Date:10/23/2023

      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.
      Friday, 10/20/23 @ 6:20PM purchased a Oster Classic 76 Clipper set from merchant for a total of $251.89, merchant got the item from the backroom area. After arriving home and opening the purchase I discovered that the merchandise was damaged. Called the Merchant but they where closed. Went to the store the next ****** at 10:45 AM and spoke to the "manager" (*******), she refused to give me her last name; her boss name and number: corp contact information. Stating it was against the company policy to do so. And, if there was an issue to contact the manufacture regarding it. The merchandise was left at the store and I departed.

    • Initial Complaint

      Date:10/09/2023

      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 online purchase for pickup however one was delivered 4 hours away to a commercial location and one was sent for pickup. **** in customer service refused to credit me back. I want my money

    • Initial Complaint

      Date:10/02/2023

      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.
      Hello- I purchase ION products from Sallys in *********** on an ongoing basis. I am not exactly sure what happened but I purchased the same color ******* mixed together and such for my 8 week color. I used the same brand and timing I always do but this time my hair turned bright orange and damaged my hair so badly that it took roughly 5 inches off my are and now my hair is dramatically shorter and which I was able to get a semi color in my hair but every time I wash it more hair falls out and the length of my hair is so broken I can't wear it naturally. I am devastated as I can't wear my natual curl because it is so short I look like bozo the clown and am afraid to straighten it as not to lose anymore hair. How to you put a price on so much loss and damage to your hair *********************

    • Initial Complaint

      Date:09/29/2023

      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.
      I live in a remote area, I stocked up on some conditioner I have been using for some time. They must have changed the ingredients because it caused a reaction, hair loss and scalp burning. I brought it back as soon as I can because it's 6 hours or an expensive day trip on a ferry to get to their stores. They said they would keep it and figure out how to issue a refund the next day. I called and was told I had to call customer service to get approval, they said they would not, I escalated to management. I spoke with someone on customer service who said she would approve it with the manager. They all lied and gave different stories, were unhelpful, would not provide me with a credit for now, or a refund, they have my product which they said to leave and said they would not keep it safe, one said they would refund the next day lied and said they would not, etc. said they can't take credit card information over the phone but would for an order, refused to issue refund. I can't get back for five months and am left with no product, refund or credit which I can use at this time.

      Business Response

      Date: 10/02/2023

      Our policy is 60 days from the date of purchase for refunds. Since customer's purchase was over 60 days, customer was told only store credit can be issued. Customer will need to be in store to get the store credit. 

    • Initial Complaint

      Date:09/22/2023

      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.
      Sallys beauty has stolen my money. I was charged 4 times for one order. The order was delivered to the wrong house so I never even received it. I was told by Sallys there was slime thing wrong with their system when my payment wasnt going through to keep trying, my money was taken FOUR TIMES. I received 2 refunds. One for the actual order that did not arrive and for one failed payment attempt but its been a week and still have $100 missing. Sallys keeps telling me wait untill this date wait for that and I have, now its been a week and the agents telling me I have to wait more. This is theft and I want my money back IMMEDIATELY

      Business Response

      Date: 10/06/2023

      Customer has reached out to ************* and 2 refunds were issued on 9/15/2023 and 2 on 9/22/2023. Customer was emailed on 9/25/2023 letting them know the refunds were issued. Depending on the bank, it can take up to 14 business days for the bank to post the refunds. 

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

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