Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3 months ago this brand sent me two orders of damaged empty products of items that I never even ordered. I contacted them 55 times via email, their message form and their phone. No one answers the phone ever at every minute of the day. They just have it for display which is illegal. They answered 1 month ago saying they will refund me but never did. I want my money. I have a paper trail of their ignoring my countless emails and them saying they will refund me within a couple days a month ago but they never did. Their blatant ignoring of my calls, emails, and outreaches is highly disrespectful, unprofessional, and frustrating. If I don’t receive my full refunds to my original payment method for both orders the 2 orders: ******* ($69.96) AND ******* ($54.91) for total of $124.87, I will pursue legal action.

  Business response

  01/06/2025

  Hi Thank you for reaching out to us regarding this.  Please see our latest corespondance below.  We have now received the items back and a full refund has been issued as of December 30th receipts of this return were sent to the customer on December 30th.  Thank you!

   

  Hello Hajer, 
  
  I apologize for the delay in response and that you did not get your return labels.  I have reached back out to UPS this am and issued new pre paid return labels.  I have verification below of those being sent.  Please let me know if you have any problems getting them.  Once these items are in transit back to us your full refund will be processed.
  
  Thank you!
  *****

  Customer response

  01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  
  The company does not send me any communication. I have proof that the funds were not refunded back to my account until today. This scam of a company that is unprofessional and lacks communication is not being honest. 
  

  Please refund me my money back for both orders and send me the receipts and where the funds went to including the order numbers, amount of refunds, and the credit cards you sent them to at least the type of credit card and last 4, for both orders. Send it to my EMAIL not a public website (like why would you even think of posting it on BBB in the first place, then again you are not an ethical business). Stop withholding my funds. 
  

  Business response

  01/28/2025

  The purchase was sent and returned to us pre paid by us.  We have refunded these purchases in full.  The customer was emailed refund information.  They have replied to me on the refund emails.  I am not sure what to do from here.  The cusomer will not provide any proof that there are still charges while we are showing that the refunds did get processed and were successfull.  Please let me know what I can send to you that would show these refunds with out providing the customers informaiton publically.  I am more than happy to provide whatever you may need.  Please advise.  Thank you!

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered product and they shipped something different. I am trying to find out how to return, get reimbursed for product and shipping and they never call back and take days to answer emails and only say they can’t see the pic I uploaded. I have uploaded a jpeg,word file, iPhone pic and they won’t tell what format they can view.

  Business response

  10/11/2024

  Thank you for reaching out to us.  We have been in correspondance with this customer and have offered a return label.  The customer had shipped item back prior to us being able to get the label out to her.  We did receive the item/s back.  We have refunded this purchase in full.  We have offered to credit shipping on next order placed and sent a $10 dollar Beauty Gift to the customer for the inconvienience this has caused her.   Thank you!

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order which was received 7/11. Emailed several times. Called several times. Sent a complaint though their website twice. Still not resolved. They left one email requesting pictures, which I did and asked me to confirm my phone number which I did, but nothing more. I cannot call them during their business hours because I am working. Theo items inside the box were open and used. All items in the box were covered in product. Three items from the order were missing completely. I’d like the 5 items replaced / sent right away.

  Business response

  08/15/2024

    Hello,   Thank you for reaching out.  We have been in contact with this customer and are working twards a resolution.  We are checking for a payment dispute and if there is none and payment went through we will get the replacement out right away.  I will send a follow up as soon as we resolve 100% with the customer.  Thank you!

  Aug 15, 2024, 3:22
  from
  *********************************
  to
  **********************
  date
  Aug 15, 2024, 3:22 PM
   Permalink
  Hello ******,
  
  
  We have reached back out to our processing team for this issue.
  
  Hopefully, we will have additional information soon.
  
  Thank you for your patience and understanding! 
  
   
  Other Recipients
  none
  more
  
  
  
  ******** ********
  
  Aug 15, 2024, 3:16 PM
  
   Permalink
  
  Private Note
  1316 Reship ...Delayed due to cust mentioning filing dispute with bank which we cant reship or refund if cust does 
  Alert sent to
  none
  more
  
  
  CD
  ****** *********
  (1Cc) 
  Aug 5, 2024, 5:05 AM
  
   Permalink
  
  
  Update? 
  Thanks,
  
  
  ****** ********* 
  
  On Jul 26, 2024, at 9:22?AM, Damaged in Transit <*************************> wrote:
  
  
  ?
  Hello ******,
  
  
  Please accept my apologies for the confusion and incorrect information in my email.
  
  However, the correct information was forwarded to our processing team. 
  
  A reship of the American Crew 3-in-1 Ginger & Tea x1 and Joico K-PAK Conditioner x2.
  
  The UPS Prepaid Return Label for the return of the damaged items are the American Crew 3-in-1 Ginger & Tea x1 and Joico HydraSplash Hydrating Shampoo x1.
  
  However, if the charges have been disputed we are unable to reship the items.
  
  Thank you for your patience and understanding! 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered from this place on 6/7/24,they emailed me to confirm my payment,I sent them confirmation,they then sent an email saying my package was preparing to ship after confirmation,then they sent another email saying it was ship with tracking,2 days later tracking has no update,they told me to give it 12 to 24 hours,ok so I did still no tracking,I emailed them again about the tracking she assured me that it was handed to USPS for shipping,I went to my local USPS and they said the item was never received by USPS that why it's still in pre shipment,they said that the tracking was created but the package never was intercepted,I been emailing them with no response,I messaged them on the number they have#*** *** *****on 6/14/24 they ask if the order was confirmed,i told them yes and sent verification again,never messaged back,i want my refund,asap,as of 6/14/24 still no tracking update,still in pre shipment!!!

  Business response

  06/17/2024

  Thank you for reaching out so that we could look further into this for you.   Upon looking at the photos sent I was able to find that this is not our brand/company name.  I am so sorry, but you have reached the incorrect company.  We do not sell these items in our store. We do have several salon/stores in the Midwest and our website is Beautybrands.com. 
  
  Thank you!!
  *****

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 23rd I placed an order for $110.72. It was confirmed shipped. I attempted to contact via email, phone, store and voicemail regarding this order as UPS never received the box. I just needed to update the appropriate apartment number to 345 rather than 245. I still have no status on this order and the customer service line is a deadline with no help.

  Business response

  06/26/2023

  Hello,  Thank you for reaching out to us.  After further research this is the information I was able to pull from our email platform.   Please see the most recent conversation below.  We were able to update this address as requested.  Thank you!

   

  
  *** *** ***** **** ** ***** ******* ***** *** *** ****** *** **** ** ******* *** ******** ********* ***********
  
  We truly apologize for any inconvenience this issue may have caused. 
  
  According to our processing team, the apt # was updated to 345.
  
  Should you need further assistance please don't hesitate to reach back out.
  
  Thank you for your patience and understanding! 
  ** ****** ******* *** *** ***** **** ** ****** **** ***** ******* ***** ** ** *** *** ** *** ** ***** ******* **** **** 
  
  ******* ******
  ** *** *** ***** ** **** *** ******************************** ****** ****** ***** **** ****** ****** ***** *** **** ********* *** **** ** ** *** *** ** *** ******** ******** ***** ** ** * ******** **** *** *** ** ****** ******** ************** *** *********** ********* **** ***** ** ***** ****** ***** ** ******* **** ****** *********** *** **** **** ***** **** ******** ***** *********** ***** ***** ***** ******* ******* *** ****** **** *** ******* **  **** * ******* * * ***** *****  *********** ***** ***** ***** ******* *********** *** ****** **** *** ******* **  **** * ******* * * ***** *****  *********** ***** ***** ******* ****** ******* *** ****** ***** *** ****** **  **** * ******* * * ***** *****  ************ ***** ***** ******* **** ****** ******** *** **** ******* ********  **** * ****** * * **** *********** *** ***** ***** **** * **** ******* ******* **** *** * ***** ******* ******* **  **** * ******* * * ***** ******** ********   **** * ******** * * ****** ***** **** * **** ******** * ********* * **** ***** ****** * ****** ***** ********* * ****** ******** * **** **** ******* *** ******** ******** ******** ******** ******* ****************** ** *** **** *** ********* ** ********* ****** ******* *********************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from this company in January. By March, I had never received my order. I reached out to the company to notify them that I never received my order. They assured me that my order would be shipped immediately. I did receive part of my order, but not all of it. I contacted the company on several occasions since March regarding the item I never received and they have just lied each time. Each time, they say they are shipping my item tomorrow morning, and I will receive tracking information. That has never happened and it is now June. I have even asked them to just refund me the money, and they will not.

  Business response

  06/21/2023

  Good Afternoon,   I am so sorry but you have reached the incorrect company.  Beauty Brands only provides professional beauty products.  We do not carry any clothing or shoes.  We have several salon/stores in the Midwest and our website is *****************   *** ***** ** ********************************.  We are not affiliated with ****** Cosemetics in any way. 
  
  Thank you!!
  *****

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday May 26, 2023, I purchased 2 bottles of Amika wizard hair product from beauty brands store in Shiloh Il. When I got home; I set the bag with two bottles of hair product on my counter, within minutes I notice a huge yellowish puddle on my counter. One of the bottles leaked the product through the beauty brands bag. I immediately called the beauty brands store where I purchased it and spoke to the manager, ******** She told me to bring it back and they would replace it. We agreed I would come in the next morning. When I arrived the store the next morning, the manager, ******** said they won’t replace it or give a refund. I asked to speak to the district manager, ******** said no. ******** said ***** ******; general manager advised her not to replace it. I asked to speak to ***** ******, ******** again refused, said she wasn’t available and couldn’t tell me when she would be available. ******** told me to call ************. I called while I was there with ******** and had to leave a voicemail message. At this point no one has called me back. I have photos of the leaked product along with the drenched receipt which says Beauty Brands promised your satisfaction is our top priority. If for any reason, you were not 100% satisfied with your purchase or salon and spa service. We will make it right. This was a tremendous waste of my time and money. This product is quite expensive.

  Business response

  05/31/2023

  Hello, Thank you so much for reaching out.  We have contacted the store location and District Management team.  This item will be exchanged/refunded per the customers request.  We are so very sorry that this has happened in one of our store locations.  We will absolutely do better in the future.  Thank you for giving us the chance to make this right for you. 

   

  Thank you!!

  Customer response

  06/01/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ***** ********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for $75.82 worth of product online on 5/12/23. I have not received this order despite the *** tracking number showing this delivered. The order number is **********. The *** tracking number is ******************. I filed a dispute with *** and have left multiple voicemail messages for Beauty Brands customer service stating that the order was not received. Nobody will return my call. I have emailed customer service multiple times, nobody will respond. I filled out the online "contact us" form and got back a basic "we will look into this" message and nobody has followed up. I've messaged the customer service through social media accounts - nobody responds. I want a refund for the product not received. I did go to the local store and repurchase the product while I wait for this to be resolved, as I was out of the products I had ordered. The store manager tried to email customer service for me and I still have received no resolution. I would like a refund for my online order.

  Business response

  05/24/2023

  Thank you for reaching out.  We filed a claim with *** for the lost package.  We are issuing a full refund for this purchase.  Please let me know if you need any further information.  

  Thank you!!

  Customer response

  05/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  ****** *****

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Went for a hair cut on 2/7 with a styles that has done my hair atleast 3 times before. She washed and conditioned my hair in 45 secs which was pretty fast so my hair did not get clean. She has never moved this fast in the past. I wanted a bob, same style I alway come for and she is aware. Never been disappointed by her work. There are 2 pieces in the front I am growing out, they were 5 inches past my cheekbone and she knows not to cut. She finished my hair and I went home and styled it and realized it was uneven and not the cut I am used to. Called her and she said to come back next day and she would fix. I Straightened my hair so she could see her mistakes. To fix mistakes she had to cut it very short, even my front pieces that took me months to grow. I stated in the chair I wasn't happy and I would go home and cry. She apologized and gave me a used bottle of hair cream and a 20% card off highlights. I have been crying non stop since this happened. I look like a boy. My hair is way too short. I asked if they could give extensions until it grows back and they said no. They told me to straighten it to make it look longer and I ware my hair curly. They did offer a refund. I still have to face the public feeling like I look horrible. I am not happy with the customer service. I begged to speak with a corporate person and no one can give me the number so here I am. I have been a customer for over 25 years at this established and am severely disappointed and afraid to go outside because of my hair. I'm destrough and devastated. I got my hair cut for superbowl Sunday and now I am not attend. My hair is my number one asset. It gives me confidence and strength and now I feel I've lost that.

  Business response

  02/10/2023

  Hello,  We have reached out to this client.   We are in the process of trying to resolve this issue.  The client has scheduled an appointment wit our artistic director to see what we can do to help make this a better experience for her.  Thank you!

  Customer response

  02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I have had to take time out of my day to go to a store to find hair that matches mine to add to what they chopped off. So far 4 hours of my time had been wasted and probably more than that once I get in the chair for them to try and doc my hair. I'm out of time, gad and patience. I WILL UPDATE ONCE THIS IS DONE.  
  Regards,
  ******** ******

  Business response

  02/13/2023

  Hello, 

  This client does have an appointment for us to consult with her to make this right.   I am hoping that during this appointment we can make this a better experience.  Thank you!  

  Customer response

  02/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  ******** ******

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Prior to authorizing my purchase, I entered and beauty brands applied a 25% off total purchase code. After completing the purchase, I received an email that no longer had the promo applied. So, I authorized one amount and beauty brands increased the amount afterwards which was not authorized by me. I have reached out to beauty brands explaining the situation. They refuse to help - they simply say I can return the products. I don't have a beauty brands by me nor do I think it my responsibility to travel to a mail carrier to return these when they illegally charged me more than authorized. I asked numerous times for a refund in the amount of the discount to no avail.

  Business response

  09/01/2022

  Hello,  I am so sorry that you did not receive previous correspondence.  This customer used a 3rd party coupon code that is for Associates only.  Associate discount code was in red on the order when placed.  We explained to this customer that we could not honor an employee discount code on this order.  We offered for her to return the unwanted product.  We are happy to send a pre paid label for the return and offer a refund for the unwanted items.  Thank you for giving us the chance to respond. 

  Customer response

  09/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the coupon was accepted prior to my selecting the purchase button which is an authorization to charge my card.  The company changed the amount AFTER I purchased the items this charging my card for an amount never authorized.  I want the difference refunded as this was no my issue.  If they don’t accept third party coupons, the system shouldn’t take the coupons, reflect the difference with the coupon savings only to change the amount AFTER purchasing the products.  
  
  Regards,
  
  ******* ******

*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. ↩