Beauty Brands, Inc

Reviews 3

CH

Cheryl Jenkins

Bad customer service , I purchased a liter conditioner for my mom who lives 30 mins away from me and the next day she goes to the store to do an even exchange bc She actually wanted the shampoo instead. However she didnt have the receipt. I looked through all my bags and I seemed to have misplaced it myself so they wouldnt do the even exchange for her. They said they can exchange it without the receipt for her if I had a rewards account set up when I made the purchase BUT I didnt have one , bc the sales rep didnt even mention it when I purchased the conditioner in the first place. Spoke to the manager and she said she couldnt do anything then gave me customer service number and they couldnt help either -even after I told them that the sales rep should have set up the account or offered in the first place and it wouldnt have been an issue with her going in to exchange. (Isnt this a customer service ISSuE now!?!?) Ive worked a lot of customer service and I understand the principle behind having a proof of purchase to prevent loss of merchandise or liability but just disappointed that as a courtesy bc I was NOT offered the rewards account to begin with , they should have been willing to do a service recovery in order to make the customer feel valued. When I asked the customer service lady, Ashley over the phone about maybe looking it up with my debit card info- she said that, that also could NOT be done. Then I asked for corporates number and she replied, "we dont give that number out" ... Interesting that out of all my years as a consumer and as a sales associate to multiple businesses , I have never heard an associate /supervisor tell a customer who requests for it that: "hey we dont give corporates number out." Even after I specifically told her that I wanted to go up the chain of command. So I searched online and I FINALLY found a number to corporate and the operator transferred me to a lady named Pat who is in corporate but I got her answering service. I left her a message. An hour later I get a call back from Ashley in customer service , who tells me that they will get In touch with accounting to look up my card info for the transaction that was made! Hmm I could have sworn I asked for this as an option to begin with... What a freakin headache! Also, after speaking with my mother who is Asian American , she felt like they were condescending to her with their tone bc she didnt speak superb English. She said they were rude to her and that she would never come back after going to this place for years based on how she was treated and the tone of voice in which she was spoken to. Look, theres a lot of places to buy shampoos and conditioners and even receiving salon service with friendlier , smarter, and efficient customer service . Not happy with this place!!! Crazy bc they dont have many locations so you would think in order to grow as a business they would step this up. Go to ulta!!!! Love them ... Also I love bath and body works and I used to work for them. B&BW isnt one of the largest companies for no reason!!! Plain and simple there customer service is AMAZING. Im glad I got to work for them bc I now know what level to expect as far as great customer service and recovery means! (And I used to deal with unhappy customers on a daily)!!!

EL

Elisabeth Love

I have been a client of the salon at this location of Beauty Brands for 6 years with the same stylist. During that time, competitor coupons have always honored and accepted, no problem. We went in yesterday for hair service, discussed the coupon ahead of time with our stylist and got a cut, color and highlight as outlined in the competitor coupon. When it came time to pay, AFTER services were rendered, we were told by the cashier, 2 employees and the manager, whom they had called at home, that Beauty Brands will no longer honor competitor coupons. We were put on the spot right there at the register that they would honor the competitor coupon this one time but the difference in the regular fee and the coupon value would come out of the stylists pay! Really??? One of the employees even went so far as to challenge us about the acceptance of coupons by asking if we had called ahead of time to ask if we could use it. Being that using coupons was the status quo, of course we didnt call ahead. And because neither us nor the stylist planned on this happening, we paid full price so as not to short our stylist. When speaking with the manager, Sara, the next day, she misrepresented to me that "all her staff are aware of the coupon policy" when I told her we had discussed the coupon with our stylist prior to services being rendered. I had already contacted the stylist directly after the incident the same day and she apologized because she didnt know this would happen. So I know she was not aware of the policy change. Sara was not apologetic about the poor service and Beauty Brands inability to mitigate the situation until after I suggested that might be where she would want to start in response to her question, "What do you want me to do about it?" She indicated she would call corporate to see what could be done, which she did. I also made a call to their corporate office to register the complaint. She called me back and repeated the same thing about the new policy - so no help there. The compromise she offered was a free haircut. This response leaves me unsatisfied, not because of the value of the coupon, but the complete lack of customer service on behalf of 5 different Beauty Brand employees. I wont be coming back to take advantage of that free haircut because of this incident. We were embarrassed and put on the spot. The price of our service was misrepresented. The only solution offered at the time was to financially punish our stylist. Come on Beauty Brands! You can do better than this! This was deceptive, dishonest and no fault of ours or the stylists. I had hoped that Beauty Brands would have handled this transition with more grace and respect for customers and their employees, but because they have chosen not to, I will take my business elsewhere.

SA

Sarah McElroy

I went in to get my roots touched up by Carla. I ask for a partial and for the roots to match the rest of my hair which it very blonde... It turned out 4 thin little highlights which it look as if I didnt even get my hair done in the first place. I called they said so the scheduled a redo. At the redo Carla kept mention all the things wrong in how I asked her things which I had made myself clean the very first time so I thought... Same thing Ive asked for for years... And in the end she still failed to cover the blonde how I asked AND did even do the full partial just the top and some of the side.... When I asked to see the back she covered the top hair to hide the brown and when I started parting my hair too look she move the mirror quickly and tried to change the subject as if I was stupid and didnt notice in the first place... By far the worst hair experience Ive had...

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