Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ive been charged for 2 monthly subscriptions since March of 2024. In total I've been charged around $350 between March and December of 2024. One subscription is $18.99 and the other is $19.99. I was originally being charged for the $18.99 subscription but the card i had on file at the time expired. I then set up a new card on file and started a new subscription at $19.99. They somehow started a new subscription while also reactivating my canceled membership. I have tried to go to the salon to cancel, at multiple locations and they have referred me to a cancelation website. I've submitted a cancelation in April, November and December. I've tried contacting them through Instagram and they refer me to cancel in person at a salon. I've tried also emailing them and have not received a return email, even though they said they would respond in 5 to 7 business days. I just want me memberships canceled and the $350 returned to me as of the date this is being submitted. If it goes into the next year, I will be charged another $38.98.

  Business response

  01/06/2025

  Dear ******* *******,

  Thank you for bringing this matter to our attention and for your patience as we addressed the concerns raised by Mr. *************** sincerely apologize for the delay in responding to this complaint. After thoroughly reviewing the situation, we have taken the following steps to resolve the issue:

  1. Refund Issued: A refund in the amount of $350.00, covering all disputed charges, has been processed. Mr. ***** should see this reflected on his account within 5-7 business days.
  2. Subscription Cancellation: Both subscriptions associated with Mr. ***** have been permanently canceled to prevent any further charges.
  3. Process Improvements: We are actively reviewing our subscription cancellation process to ensure it is clear, user-friendly, and responsive. This includes enhancing communication methods and ensuring timely responses to customer inquiries.

  We appreciate the opportunity to resolve this matter and value Mr. ***** as a customer. Should he have additional concerns, we are more than willing to address them directly.

  Thank you for facilitating communication between us and the customer. We are committed to maintaining high standards of service and ensuring the satisfaction of our patrons.

  If further documentation or clarification is required, please do not hesitate to contact us.

  Sincerely,

  
  

  ******** *******, MBA, PHR
  Director of Human Resources 
  *************************** / Supercuts 

  Customer response

  01/06/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *** 18TH GOT A HAIRCUT FOR MY SON AND MYSELF (HAIR CUT FOR SON IS NOTHING LIKE THE ******) HE SAID HE WOULD NOT BE RETURNING AGAIN IT IS UNLIMETED BUT WE ONLY WENT IN ONCE AND HAVEN'T GONE BACK SINCE WE CALLED A HEAD OF CHARGING FOR THEIR RECOMMENDED THREE MONTHS WHICH WE SAID WE ARE UNHAPPY AND WOULD LIKE TO SPEAK TO SUPERVISOR SO THEY DONT CHARGE AND THEY STILL CHARGED AND WE DIDNT GET A CALL BACK AS REQUESTEE THIS MONTH $20 AND $20GOT CHARGED AGAIN EVEN THOUGH WE EXPRESSED NOT LIKING THE HAIRCUTS AND WILL NOT BE RETURNING I CALLED AGAIN I AM TOLD THE SUPERVISOR INFORMATION CAN NOT BE GIV EN TO ME I WANT THIS BUSSNESS TO REFUND THE 40 THEY RESENTLY CHARGED AND KEEP THE 40 WE PAID IN JANUARY BUT KNOW THE HAIR CUTS WERE NO GOOD AND WANT THEM TO UNDERSTAND THEY SHOULD NOT HAVE CHARGED MY ACCOUNT THIS MONTH AND A SUPERVISOR SHOULD TALK TO ME DIRECTLY AND CANCEL THIS

  Business response

  02/07/2024

  This customer did sign up for an Unlimited membership and agreed to our terms and conditions. They visited more than the one time listed in this complaint. However, in good faith, we have refunded the $80 and it will be in their payment account within 3-6 business days. Thier accounts were closed with no termination fee. 

   

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