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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.

Important information

  • Customer Complaint:
    Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.

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 909 locations, listed below.

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    Customer Complaints Summary

    • 145 total complaints in the last 3 years.
    • 53 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:04/04/2025

      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.
      Sally's is selling a Men's Shaving Razor handle without selling blades for it. Their associates don't have the tools nor the training to distinguish which blades properly fit. As a result, we're being sold incorrect blades and these are final sale. They won't accept either of my returns and now I'm left with an unusable razor handle. Despite an hour long conversation with customer service, they were unable to provide a solution.

      Business Response

      Date: 04/08/2025

      Per Policy razor blades are all sales final. The customer contacted us on 4/4/25 regarding this issue, the customer was informed that we can as a one-time exception to accept the return if the product is unopened and unused. The customer was informed to contact us when he was in the store. We do not have documentation that the customer contacted us, the customer can return to the store and contact customer care at ************, to complete the return. 

    • Initial Complaint

      Date:03/25/2025

      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.
      March 15th ***************************************************************************** I realped no I knew where I was going I was there for 5 minutes when I was told I had to leave for no reason by management when I asked her why I had to leave she , she didn't have to tell me and ask for security I have it on video as well I have been going to this store for years I can't believe this happened , at the end of my video fussy and said words that was not nice but I did apologize the people in the store it was very embarrassing I left feeling like c*** the manager was there I took down three names ******* ******* and ***** those were the three young ladies that was in the store that day not for sure which one was the manager been trying to get in contact with corporate and haven't had any luck the video is also too large for me to upload at this time

      Business Response

      Date: 04/09/2025

      The customer contacted us on 03/26/2025 regarding this issue. Documentation of the incident was sent to our Field Team to be investigated and addressed internally

    • Initial Complaint

      Date:03/25/2025

      Type:Delivery 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.
      On March 25, I placed an online order via Sally Beauty for same-day delivery to the 26th Floor of ***************. Sally Beauty used DoorDash to complete the delivery. The driver left the delivery at some unknown address and when I called him, he sent a screenshot indicating he delievered the package to an unknown address on **************** - a full 30 minutes away from ***********, even though he sent a screenshot to me showing that he in fact had the correct address. I repeatedly asked Sally Beauty and Door Dash to process redelivery and Sally Beauty refused to proces the redelivery. Please note that they have the same screenshot I'm submitting here. In their view, because their system shows the items as having been returned - in spite of the screenshot showing I never got the items to return them - there is nothing that they can do. I just want the items that I paid for and for Sally Beauty and ******** to improve their systems so mistakes like this don't happen again.

      Business Response

      Date: 04/09/2025

      The customer has been refunded in full for the order that she did not receive. 

    • Initial Complaint

      Date:03/18/2025

      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 visited Sallys website to purchase a few items and entered my credit card information. The first time, an error message appeared stating they were unable to process my credit card and instructed me to verify the card details. After checking and confirming the details were correct, I tried again but encountered the same error message. Subsequently, I tried using a different card several times, but the same message persisted.Upon checking my accounts, I discovered that Sally's had withdrawn the amount each time, despite the error messages indicating they could not process the card and advising me to confirm the credit card details were correct.Sallys withdrew $51.81 twice from one card and the same amount twice from another card. They claimed they could not process my card, which is obviously incorrect. I would like a refund for all transactions on both cards.

      Business Response

      Date: 03/19/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

    • Initial Complaint

      Date:03/17/2025

      Type:Billing 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 placed an order to be delivered with Sally Beauty. Soon after placing the order, a Sally associate called me saying they don't have the developer in stock and the system wouldn't allow them to replace it. They advised to to reorder and select either the ********** or ION developer and they would cancel my current order. I followed their advise and created a new order. Soon after, two different delivery drivers showed up to my house with both orders. The first order had the developer that they said was out of stock. So now I have spent an additional $41.81, which includes the tip for the deliver driver, all because their employee told me they would cancel my order. Mind you, I didn't ask them to cancel it. They said they would cancel it. I emailed Sally Beauty and received a generic email, saying to return the items for a refund. That means I have to spend more money driving to the store, and I am still out the $8 I tipped the second delivery driver all because I was lied to by Sally Beauty.

      Business Response

      Date: 03/17/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

      Customer Answer

      Date: 03/17/2025

      I am rejecting this response because:   I've contacted the company twice and was told to drive to the store to return the products, which means I have to spend more money, plus I'm out the tip for the driver. Your employee lied to me. The second rep told me the order was transferred to a different store, Why didn't your employee call me again to let me know this? They had my number. I've spent thousands of dollars with you over the years. It's really sad that you can't make this right by your customer. 

      Business Response

      Date: 03/18/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

    • Initial Complaint

      Date:02/15/2025

      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.
      February 15, 2025 for the past 24 hours. I have placed an order online at Sally beauty supply. I have been charged 17 times for the same order.I ordered these products because I own a salon and needed them delivered within two hours. I have tried to get answers from **************** unsuccessfully. I have ***** customer for 35 years and have never had this problem before I called my bank and they told me that the problem was with Sally beauty supply.

      Business Response

      Date: 02/17/2025

      Sally Beauty has checked our payment processing system, and we do not show any pending charges with her name, email, or phone number. The customer can contact ******************** Customer Care at ************************************** or by phone: ************** so we can get more information to find out what information she used to see these pending holds, so we can assist her further.

    • Initial Complaint

      Date:02/10/2025

      Type:Billing 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 paid off my Sally's Credit Card in a Sally's store on 10/30/2024. The cashier told me I paid the full balance ($90.02). Apparently, the balance had been due on 10/27/2024, but since I went to pay the balance in the store and was told I paid in full, I assumed I was all paid up, including any late fees incurred (which should be automatically included in the balance). Then in December, I received a letter in the mail stating that I had incurred $80 in late fees. I was so confused as this was the first I had heard from Sally's about this and I was told I had paid the full balance in October and had not used the credit card since. I called customer service, and they just insisted that I need to pay the fees, even though I was told I had paid the full balance and had no idea that I hadn't! Awful company, and this is a complete scam.

      Business Response

      Date: 03/14/2025

      Please *********************** at ************.

    • Initial Complaint

      Date:02/01/2025

      Type:Product Issues
      Status:
      Unresolved
      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 1/24/25, I placed an online order at Sally Beauty Supply for $52.48. The order was delivered to an old address of mine in *******. When I realized Id accidentally submitted the order with the wrong address, I contacted Sally and they said it had already been delivered and couldnt update the address. So, I had my friend in ******* go to my old address to get my package for me. The package was not there. It had been less than 2 hours since the delivery. Ive asked Sally for proof of delivery since the day it was allegedly delivered, but they havent been able to provide one. They keep sending the same email about how they arent responsible For incorrect addresses. I explained to the my issue is that the package wasnt been delivered to the Chicago address. I even have dated and time stamped video of someone walking up to the door of the place it was delivered to, and it shows there is nothing there. Ive asked if they can reship the order to the same delivery address and please get proof of delivery, and I can have my friend go get it. They refuse to replace, refund or do anything but tell me my $52 order was delivered, and expect their word to be enough proof that it was .

      Customer Answer

      Date: 02/12/2025

      Ive been emailing Sallys for weeks now. I keep getting a scripted response saying order was delivered. I reached out a different way through their website, and got an email back where they aired me to confirm the delivery address . Which I did. Their response was that it didnt match the address on order, and they included an attachment that shows my billing address, not the delivery one thats on the receipt I have. Im getting nowhere,

      Customer Answer

      Date: 02/12/2025

      Ive been emailing Sallys for weeks now. I keep getting a scripted response saying order was delivered. I reached out a different way through their website, and got an email back where they aired me to confirm the delivery address . Which I did. Their response was that it didnt match the address on order, and they included an attachment that shows my billing address, not the delivery one thats on the receipt I have. Im getting nowhere,

      Business Response

      Date: 03/10/2025

      This customer contacted customer care on 2/12/25. She informed the agent that the address she input on her order is an old and incorrect address. **************** explained to the customer that ******************** is not liable for incorrect addresses on lost orders and that we are unable to assist in a refund due to this policy.

    • Initial Complaint

      Date:01/27/2025

      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.
      I've been a sally rewards member for the last ten years, more than ten years really. I've been either a preferred or elite member the entire time due to my purchasing amount per year. Before, my points maybe expired at the end of the year? Or a decent enough amount of time for me to be able to use them towards my next purchase. See I'm a normal person just using the store for my routine hair care and color. The elite membership is set up for normal people doing their normal hair care and maintenance since the buy in for the membership tier is $200 PER YEAR. With this membership, 500 points = $5. A normal person colors their hair every three months and that is their bread and butter essentially unless they're just extra delusional and assume that people just order excess amounts of clippers and styling tools. My issue is that my points are now expiring within thirty days of earning them. Thirty days. And since I don't always check for a $5 coupon I didn't notice that the company started a shady, money hoarding, asinine policy where the points expired in 30 days. 30. Days. Ulta isn't that desperate. I keep my points until I use them. This practice has been going on for almost a year if not more and obviously I'm not cheap and just looking for a coupon every time I visit. None of the other places I hold a rewards membership at does this. ESPECIALLY not without a clear and conscious message of the policy change which this corporation didn't have the spine to do. It's absolutely shameful to "pull one over" on your average customer. After ******************************************** sometimes trying arctic fox, always getting my hair care and color needs, and even sometimes nails, I will be taking my business elsewhere if I'm not credited for the rewards I have unfairly missed due to this corporations greed.

    • Initial Complaint

      Date:01/18/2025

      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.
      On 1/18/2025 I purchased a **** Rechargeable Bump Free 5 Star ****** only to pick up in the *******, ** store (1632). I got it home an opened up the package, I started charging the unit but it would not charge I left it over night but still would not charge. On 1/19/2025, I took the unit back to the store and explained that the unit was defective and explained the problem to the cashier. She then called ****** the assistant manager and I was told that the unit was used, I explained that was impossible because it would not charge, she said it was used and had a very bad attitude. She said she would not do an exchange because she couldn't. I asked for the district managers information she said she could not give that information. She gave me customer service when I spoke to CS they said ****** would call the district manager, customer service told me to go back in and talk to ****** again. So I go back in and all of a sudden district manager ******* ******* was out on leave so she could not do anything. I'd like to have the unit exchanged and ****** be given people skills training.

      Business Response

      Date: 01/21/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

      Customer Answer

      Date: 01/22/2025

      Spoken with ****** in customer  care department and he also said that he could not assist me.  Ask to be transferred to a supervisor  said there were non available.  Ask to explain to me how I can check  a product without opening  the box because that's was his defense on not wanting to return  the product, he said that that is the only way they can resell the product. So I asked if they had sold me a used product did not respond and hung up.

      Customer Answer

      Date: 01/23/2025

      I am rejecting this response because:   Received a message from ****** that they would not be able to help me exchange the unit 1/23/2025 @ 1037HRS

      Business Response

      Date: 01/23/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance.

      Customer Answer

      Date: 01/23/2025

      I am rejecting this response because:   I am rejecting this response because: Received a message from ****** that they would not be able to help me exchange the unit 1/23/2025 @ 1037HRS

      Business Response

      Date: 03/11/2025

      Please contact Sally Beauty ************* directly at ************ for further assistance. We sincerely apologize for the inconvenience.

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

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