Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday July 6th, 2024 I went to get my haircut at Sports Clips Haircuts located at *************************************************. I paid $29.00. Later after I got home and took a shower I noticed there was still too much length on top. So I called the store and I asked if I could come back to get this fixed, the lady I spoke with said sure come on in. I said due to my work schedule I would not be able to return until Saturday July 20th. She told told me sure no problem come in then for what we call a "revisit" - no charge! I said ok great see you then and hung up.I go back in on Saturday July 20th, 2024 and sit down and explain I was there for a revisit just to get a little bit more cut off the top. Now the story changes! I am now told oh well you see if you had come back in within FIVE days of your original visit it would be no charge after that we have to charge you for a NEW haircut! They could not show me this information in writing ANYWHERE!I said the lady on the phone said I could come in for a no charge revisit today July 20th 2024....they said that is not true. So they cut some off the top and charged me another $24 !!! Now I have paid $53 for a single haircut !!!I send an email to Sports Clips to explain how this is not fair and I want a refund of $24. They reply on July 25th 2024 and say:"********* ********** commented:Good Afternoon, *******,Thank you for submitting feedback to us, we are very sorry for this inconvenience.I have passed this on to the Owner and the Store Manager of that location. The Store manager or Owner will contact you with a solution for this inconvenience.If theres something else that I can do for you, please let me know. Ill be more than happy to help you.-The SportClips Team"To date (8/16/2024) nobody has contacted me for any solution!I am only asking for a FAIR and REASONABLE refund of $24.00 since I was told on the phone my revisit would be NO CHARGE.******* ***** See Attachments

  Business response

  09/18/2024

  Hi,

  I wanted to address the situation with ****** *****, who has raised concerns multiple times, including this second complaint with the BBB. The first complaint was last September, which stands out as this is only the second complaint we've seen with the BBB.

  
  In September, ****** received a haircut, expressed dissatisfaction, and we offered him a reservice on September 5th. After that, he reached out to the BBB, and I responded by offering him a complimentary haircut. He came in on January 1st to redeem that offer.

  
  His next visit was on July 6th, where he mentioned the top of his haircut wasn't short enough. ********* encouraged him to come back, but a few weeks passed before his next appointment on July 20th. At that point, he expected either a free fix or another complimentary haircut. We generally provide reservices if clients return within a week, and we offer complimentary haircuts in cases where we recognize an error, as we did previously.

  
  It seems likely that ****** *** remain unsatisfied with any paid service. While we could consider a refund to resolve this, its important to note that he has expressed complaints after nearly every paid visit. Please see attached photo of his service history.
  Thank you for your understanding.

  Customer response

  09/18/2024

   
  Complaint: 22151706
  
  I will accept a full refund in this matter since it is not a fair business practice to bait and switch customers.

  I would have gladly paid for a 2nd haircut 2 weeks later with no issue.....IF that is what I was told I would need to do when I called to inquire about a solution.

  However, since I was told I could come in anytime for no charge to get a fix, it is only fair to get a full refund.

  
  Sincerely,
  
  ******* *****

  Business response

  09/19/2024

  It seems weve made every effort to address his concerns, including providing a reservice and offering two complimentary haircuts. Our standard practice for any reservice needs to be within 7 days of initial visit. Given that he has already had multiple opportunities to express his needs, it may be worth considering whether our services align with his expectations.
  I suggest we gently remind him of our policies and emphasize our commitment to customer satisfaction. If he remains dissatisfied, it could be helpful to discuss whether our services are the right match for his needs. Our priority is to maintain a positive experience for both our team and our clients.

  Customer response

  09/19/2024

   
  Complaint: 22151706
  
  I am rejecting this response because:

  I still need a confirmation of the full refund of $24.00 due to this business pulling a bait and switch.

  A lady from Sports Clips told me over the phone I could come in anytime for a no charge reservice to fix my haircut...she did not say a single word about any time frame policy....ever.  I go in expecting a no charge fix and was then told I have to pay again for a 2nd haircut !?!?!

  BAIT AND SWITCH is NO way to run a respectable business.

  The "policy" of 1 week seems to change depending on who you speak with.  I would strongly suggest this business puts this "policy" in writing so it can become an actual policy one day. (they currently do not have this in writing ....anywhere).

   

  I am still waiting for a confirmation of my refund of $24.00.

  
  Sincerely,
  
  ******* *****

*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. ↩