Complaints

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my monthly Drybar subscription at the end of February 2024 but discovered in early June that I'd been charged for a monthly subscription ($90) each month since February. (I'd initially started going in December because of injuries preventing me from washing my hair on my own.)When I went online to cancel my subscription so they wouldn't charge me yet again while I tried to get a refund, I received an automated email indicating that they'd consider canceling my subscription but first someone would contact me in 48 hours to discuss this with me. No one contacted me.Since June 7, I've sent multiple emails, left voicemails at their nearest location (their 800 number is useless), and visited the shop twice for help. An email was sent to the regional manager *************************** after both visits. The receptionist provided me with *******'s email address and I emailed her on 7/1/24, No response. I called the shop today and miraculously someone picked up. She sent another email to the regional director *************************** and copied me on it.Aside from a couple of automated email responses and the receptionists helping as much as they could (sending emails), I have had no response at all. None. I've even tried to contact higher *** at Drybar via LinkedIn messages but... nothing.When I went to leave a 1-star Yelp review, I read some and noticed that this kind of "customer service" is ********************'s standard practice. Thanks very much for your help.

  Business response

  07/04/2024

  Hi,

   

  Drybar Shops and/or markets are independently owned and operated - this is not us.

   

  We have forwarded the complaint to Drybar Studio City directly - but want to ensure this is not on us - it is a different business and we cannot make a guarantee of any possible outcome.

   

  Location Contact Info on brandwide website: *************************************************************

   

  Thank you!

  Customer response

  07/04/2024

  I have been trying to get help via the website which represents the entire company. So I do not believe for one second that Drybar's headquarters cannot handle the situation and at least respond more respectfully to my request. It's yet another automated response from them.

  Business response

  07/05/2024

  Good Morning! We (Drybar Arizona) have received the below copy/BCC from their (Drybar Studio City) separate business today. Please ensure this in no way is relative to or reflective of Drybar *******. Thanks so much!

   

   

  Refund for Membership - Drybar
  
  
  
  
  ********************************* 9:56?AM (3 minutes ago)
  
  
  to *****, *******, bcc: me

  from: ***************************;*****************************************************************>
  to: *********************************
  
  cc: ********************************* <*****************************************************************>
  
  bcc: *******************************************************
  
  date: Jul 5, 2024, 9:56?AM
  subject: Refund for Membership - Drybar
  mailed-by: drybarshops.com
  
  
  
  
  
  
  
  Hello - My name is ********************************* and I work for Drybar. I would like to apologize for the issues you have encountered with one of our locations. I have refunded you on your membership for the required months. You will see the refund in 5-7 business days on the form on payment used for the membership.
  
  
  Once again we are truly sorry and if you need anything please contact me and I would be more than happy to assist you.
  
  
  Have a nice weekend.
  
  
  Best,
  *****************************;
  
  

  Customer response

  07/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me - although it appalls me it took one month of emails, phone calls, and finally making complaints to the Better *************** and the ************************ to get any kind of useful response.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a member at Drybar for many years. The membership I have had allows unused credits to roll over, and since I have been a member for many years, I currently have about 90 credits for blowouts. Last week, I received an email from ***************************** (Executive Director of Drybar) that my membership was being cancelled immediately since Drybar is no longer offering this membership in *************. Additionally, she informed me that I have 90 days to use my credits, and any unused credits would expire at the end of the 90 days. I immediately responded to ****** that this was completely unacceptable, and if my membership was being cancelled, 90 days was not enough time to use the credits that I have paid for during my many years as a loyal Drybar patron. I have received no response from ****** or anyone else from Drybar. As a longtime advocate and supporter of Drybar, I am extremely disappointed about this situation being handled in such an unprofessional and unethical manner. Clearly this business does not care about retaining their most loyal customers.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an appointment online for a blow dry. When I did not receive a confirmation email I contacted the store directly. They said that they did not receive a reservation. They told me I could come in in half an hour to the downtown *********** location. I did so and paid $84 for a blowout. I then received a charge of $74 cancellation fee from a different location that I never made a reservation for. They told me there is nothing I can do about it that I made a reservation there which I never did. There is nobody to call no phone number its a total scam .

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a loyal customer of ******************** for years and visit the E56th location weekly. However, my appointment on June 9th at 3:15 PM was extremely unprofessional. Upon arrival, I was attended by a stylist who has styled my hair before. After washing my hair, she confirmed that I wanted volume and curls with a curling iron, to which I agreed, adding that the curls should be brush curled first for better hold. Without asking, she sprayed my hair with product. I requested to rinse it off as I prefer not to use product. Her demeanor immediately changed, and she abruptly transferred me to another seat, claiming someone else would style my hair. She then took another client, leaving me with a wet head in a cold, air-conditioned room.I asked the receptionist who would be doing my hair. She said someone else was finishing up. The same stylist who left me with wet hair proceeded to style two other clients who arrived after me. Despite my requests, the receptionist said the manager was unavailable and refused to provide the stylists name. The stylist herself ignored my inquiries and smirked when I asked for her name.After an hour of waiting, someone finally rinsed and styled my hair. It was clear that the initial stylist's actions were intentional and unprofessional. Her behavior felt discriminatory, as she prioritized non-Indian clients over me. This type of behavior towards any customer is unacceptable. I have waited many times when stylists are running late and always tip even when the service is subpar. However, this experience was very different. Her demeanor shifted from passive-aggressive to overtly negative when I requested the product be rinsed out, something other stylists have done quickly in the past. I expect to be fully compensated for this visit and request that a note be added to my profile to ensure I never have this stylist again. The stylist was a young black woman wearing camouflage cargo pants and a light yellow shirt with locs and a round face.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I canceled my subscription in January. It was a member fee of $90 per month, on autopay from my AMEX. I just realized that they still billed me for ******** February, March and April. I have been trying to call them, but their phone number goes through to some medical device sales pitch. I cannot find a phone number that they will answer.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a blowout brush made by this company. The purchase was made at target. Less than six months later, the brush stopped working and does not turn on when plugged in. I reached out to the company and was quickly told if I didnt have the receipt from Target (from months ago) they wouldnt warranty their product. Seriously disappointed with this brand and the cost of this.

  Business response

  05/08/2024

  We are Drybar Shops.

   

  Drybar Products is a separate business, acquired by ***** of **** in January 2020.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have attempted to cancel my Barfly membership 3x without response.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I joined Drybar's Barfly membership in 2022, beging charged $80 per month. I tried canceling my membership numerous times. I was promised it was canceled, but continued being charged. By a miracle, I was finally able to cancel. They refused to refund 2 months of my membership fee of $160, and instead told me I would have a credit of 2 blowdrys, which seemed quite expensive for a simple blowdry, but I agreed. I was told the credits would never expire and would be kept on my account. I went in for a blowdry 12/15/23 expecting to use one of my credits but when I went to check out, they said I have no credits and I had to pay for my service. This place is not at all reputable and you can never speak with a manager and their corporate headquarters take no responsibility, saying each shop is independently owned.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel my membership since September 2023. I followed the instructions online and sent an email. I received a response saying someone would contact me with the details about completing my cancellation. No one has contacted me. I've sent several emails to the corporate office and the local salon. The corporate office sent two emails saying they do not own the salon and that I needed to contact the local salon and referred me to their website where I could email the local salon which I did with no response. I finally spoke to someone at the local salon and was informed they were closing the location. I asked for them to cancel my membership which they said they would. I called back the next day and left a message to confirm they were cancelling my membership but received no response back and I have just been charged for another monthly membership. This company is stealing from people.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Like many others, I have been trying to cancel my barfly membership for several months and continue to be charged. I have submitted the online form, reached out to the general customer service email, and when I called the location itself, they directed me to the form. I first submitted my cancellation request in March and was told that I "sent it to the wrong location" and that "my mailing address didn't match their system". So I then submitted another request to the only other location I go to. I was told not to submit several cancellation requests as it clogs up the system so I have resisted the urge to submit a form every day. I get the confirmation email that my message has been sent, and then zero response and I am charged for another month. I recommend not ever signing up for this membership - they claim you can cancel any time, but completely ignore customers when they try to do so, as evidenced by the many, many reports with the BBB. I have now had 9 months of this membership that I am not able to use and not able to cancel. Do not make my same mistake.

*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. ↩