ComplaintsforHair Club For Men, LLC

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for Hairclub in August under the belief I was going to get these in spa treatments and hair products to take home such as shampoo/ conditioner and follicle spray, that would balance out the ** levels of my scalp. When I had my first in spa treatment and used the take home products that week I had a very bad reaction on my scalp. (It fell like there were cuts and scabs all over my scalp.)I reached out to them immediately and told them I didnt think this part of the program is right for me. They got back to me two weeks later saying that I should continue the treatments and this happens sometimes.. I am terrified to go back to any of their products. I am paying them $4376.32 for products that I cannot use!

  

  Business response

  10/12/2024

  Thank you for forwarding Mrs. ***** *********** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

  Customer response

  10/13/2024

   
  Complaint: 22365433
  
  I am rejecting this response because:
  Hair Club for Men has not resolved the matter. 
  Sincerely,
  
  ***** *********

  

  Business response

  10/18/2024

  Thank you for bringing this matter to our attention. After conducting a thorough investigation and discussing the situation with our centers staff, we are pleased to report that we have reached an amicable resolution with ***** *********.
  

  Our goal is always to provide our clients with an exceptional experience. We take every concern seriously and strive to work with each individual to ensure satisfaction with their services and journey toward achieving their desired results. In this case, weve worked closely with *** *********, who has agreed to provide the center with a doctor's note regarding her allergic reaction.Based on this documentation, we are proceeding with a partial refund.
  

  Should ************ have any further questions or require additional support, we encourage her to remain in contact with our center manager, ********* ******,at ********************* We are committed to resolving any outstanding concerns and ensuring she has a positive experience moving forward.

  Customer response

  11/04/2024

  Hello,

  this case was resolved to my satisfaction. Thank you! 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Hair Clue **************************************** Had a face time conference with ******** and **** on6-6-24. I showed ******** where I wanted REAL hair and wanted it to flow back into my ponytail ******** told Felicity what to do. Felicity measured my head and I made it clear I didnt want a topped. Hair came in 7-31-24 and it was a topper Felicity said dont worry I have to do a little cutting and adjustment. First off it wasnt long enough then she tells me the clips only come in gray and ***** well that wasnt going to work because my hair is WHITE as snow so all the clips show through my hair . This was over the weekend so couldnt reach anyone until Tuesday 8-6-24. I FaceTime ******** the next day and showed her the hair and she oh no thats no right you paid too much money for that let me call Felicity and Ill get back with you after that she would not answer my calls or text ever time I left her a message she had Felicity call me back . The last time I spoke with Felicity she called me a liar and I said excuse me and she said you heard me you are a liar and I just hung the phone up. Ive been trying to get a phone number to get someone who has the authority to help me but cant seem to find there customer service phone number I dont think they have one!!!!!

  

  Business response

  09/26/2024

  Thank you for forwarding Mrs. ***** **** complaint to our attention. We appreciate the opportunity to investigate her concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

  Customer response

  09/26/2024

   
  Complaint: 22290218
  
  I am rejecting this response because:
  They havent done anything yet!
  Sincerely,
  
  ***** ****

  

  Business response

  09/30/2024

  Thank you for bringing **************** rejection to our attention. We take all feedback seriously and are committed to addressing any issues thoroughly. Our team has already been in contact with Mrs. ***** and we are currently conducting a detailed investigation into the matter. This process involves reviewing all relevant information, including records, communications, and any other pertinent details.
  
  At this time, we require a bit more time to complete this investigation. We assure you that once it is finalized, we will provide a comprehensive and transparent response addressing all the concerns raised.
  We sincerely apologize for any inconvenience this delay may cause and appreciate your understanding and patience as we work to resolve the situation.
  
  Thank you for your continued trust in our company.

  Customer response

  10/01/2024

   
  Complaint: 22290218
  
  I am rejecting this response because:
  They have not come up with any solution!!
  Sincerely,
  
  ***** ****

  

  Business response

  10/04/2024

  We appreciate the opportunity to address Ms. ****** concerns and provide further clarification.

  We understand that Ms. **** is dissatisfied with the outcome, and we regret that our initial attempts to resolve this situation have not met her expectations. However, we would like to highlight the following steps we have taken in good faith to address her concerns:

     * Efforts to Reach a Resolution: Our team has been in regular communication with Ms. **** through weekly calls to resolve her concerns. During these conversations, Ms. **** agreed to give us another chance to meet her expectations. We are actively working with her to ensure a positive outcome.

     *Additional Options and ******************* To ensure her satisfaction, we have offered several options. These include providing Ms. **** with an additional head of hair (her custom order), which is currently being customized to meet her specific requests. Once the customization is complete, we will schedule an appointment for ************ to receive service at our ***************

     * Refund Policy: As we have explained during our previous discussions and as outlined in her signed contractual agreement, Ms. **** is not eligible for a refund. Our decision remains firm, as the signed contract clearly outlines the terms and conditions.

  While we understand Ms. ****** frustration, we remain committed to resolving this issue and providing her with the service she deserves. Our goal is to ensure that her experience meets our high standards of quality and satisfaction.

  Should Mrs. **** have any further questions, we encourage her to stay in contact with Regional Director of Operations ****** ***** ********************** additional support.

  Best regards,

  Customer response

  10/04/2024

   
  Complaint: 22290218
  
  I am rejecting this response because:
  They didnt have offer a solution ****** was going to call me back 10-1-24 I havent heard from her with a solution!!!!!
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the *********** IL location and they recommended some sort of hair piece. This process costs over $4000.We authorized it, they guaranteed they could match my texture (he is bi-racial), color, and style as requested in the picture i provided. Fast forward, I had a fitting and a cut. Upon, leaving I was extremely unhappy. The hair was not the same texture, it was not the same color, essentially it looked like a cheap toupee.I had a follow up appointment the next day and the stylist removed the piece and shaved the rest of my hair. Making the comment that we were correct, nothing matched. We were advised a manager would need to address the refund. Fast forward to last week, she tells me that i cant get a refund and asked if i wanted to try the surgery. Mind you, i am 20 years old. Originally they advised me surgery isnt good at his age, now because I am unhappy with their results that were guaranteed, that is something i should try? Absolutely, not. I attempted to reach out to corporate and I have not received a response. I am requesting a refund as their guarantee was not met and it was absolutely the opposite of what I expected

  

  Business response

  09/12/2024

  We have received and reviewed Mr. ******* complaint regarding his service on 08.22.2024. Below is a detailed outline of the steps we have taken to address his concerns:
  Initial Service (08.22.2024): Mr. ****** received a new style application. At the end of his appointment, he expressed to his stylist, ****, that he was happy with the results, although he mentioned some "shock" from having hair again. **** reassured him that these feelings were normal and explained that his follow-up services would help address any concerns.
  24-Hour Checkup (08.23.2024): Mr. ****** returned the following day, expressing concerns about the color and texture of the hair not matching his natural hair. **** offered to adjust the color and texture or apply a different head of hair. Mr. ****** declined both offers and requested the hair to be removed.
  Refund Request (08.28.2024):  Mr. ****** requested a refund. I consulted with ******** ********, his sales consultant, who then reached out to him on 09.04.2024 to discuss available options under our "Guarantee of Satisfaction" (GOS). ******** explained that a refund was not available as per the signed agreement and offered alternative solutions, including surgery or an EXT system, which Mr. ****** also declined.
  Further Follow-up (09.04.2024): ******** also offered to redo the original style application, which Mr. ****** declined. Their conversation concluded with Mr. ****** stating that he would like to think about his options.
  Attached to this email are copies of Mr. ******* signed agreement and a screenshot of the notes from his profile for your reference.
  Should Mr. ****** have any further questions, we encourage him to stay in contact with Regional Director of Operations ****** ***** ********************* for additional clarification and support.

  Best regards.

  Customer response

  09/12/2024

   
  Complaint: 22261947
  
  I am rejecting this response because:

  I will not accept this response as there is no satisfaction guarantee when you do not have an option that is suitable for my needs. 
  

  Your consult already advised that surgery was not an option and there is no other services you offer worth the fees I paid for your guarantee.

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

  Customer response

  09/12/2024

  I would like to add under the contract attached, it states if you are not satisfied, 50% will be refunded. I attempted to reach out the contact that was provided on the complaint response, however I received a response advising you are only willing to communicate through the better business bureau going forward. I have attached the communication for reference. 

  

  Business response

  09/18/2024

  We would like to clarify the following points regarding his concerns:

  Satisfaction Guarantee: As part of our Guarantee of Satisfaction (GOS), we offered Mr. ****** several alternatives to ensure his needs were met. These included a style adjustment, the option to try a different system such as EXT, and even surgery. While Mr. ****** was informed that surgery may not be suitable based on his consultation, it was still presented as a possible solution under the **** We regret that these options did not align with his preferences.
  

  Fees and Services: The fees associated with our program include ongoing care, adjustments, and tailored solutions. We strive to ensure the services provided align with our clients goals. While we understand Mr. ****** does not find the current options suitable, we are committed to working with him to explore further possibilities under our service offerings.
  
  Refund Policy: Per the signed agreement, a refund is not available. This policy was explained to Mr. ****** during his initial consultation, and our decision remains that no refund is due.
  Our primary goal is Mr. ******* satisfaction, and we remain open to further discussions to find a suitable resolution that aligns with his expectations.
  

  If Mr. ****** has any further questions or concerns regarding this decision, we encourage him to contact ****** *****, our Regional Director of Operations directly at  ********************** We are committed to providing additional support addressing any inquiries he may have.

  Customer response

  09/24/2024

   
  Complaint: 22261947
  
  I am rejecting this response because:

  In the initial consultation I was also guaranteed a hair and texture match which in fact can not be provided by your company. You provided a falsified information to ensure the contract was signed. Which your company should be ashamed of.

  Includes in my previous respond, the person you keep referring me to infact advise me to communicate through the BBB.

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

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 2022 I upgraded via contract for hair pieces at over ***** per month. Hundreds of dollars more than the previous plan. I did not receive the correct hair pieces over 4/5 times from Feb 2022 to today. Business gave constant excuses of supply chain issues since Covid. The Business never notified me of this ongoing issue when I upgraded and signed contract. I sent over 6 emails with roughly 30+ photos as clear evidence. **** ****** the Regional Manager proved he did not take the time to look at the photos when he claimed they should be time stamped. The multiple emails to **** clearly proved they were time stamped. **** also incorrectly stated I received the correct hair prices since the upgrade after he later contradicts himself by acknowledging a supply chain issue and that ********* cannot guarantee the hair pieces will be the same. I upgraded and paid thousands in extra payments for nothing. I asked **** to provide the order history with the specs of the hair pieces so I can compare the order history with the specific hair pieces by date. He denied allowing me to audit. This proves ********* isnt transparent with their customers. There was 0 evidence supplied by **** ****** that the hair pieces since feb 2022 were correct. So which is it? Is it supply chain issue or not? How do we know?You cant. Because ********* isnt transparent with the their customers. The impression is that ********* provided inferior products and pocketed the difference.This office sees extreme turnover. **** ****** showed absolutely no remorse and was extremely condescending which appears to be a coverup for their mistakes. The emails I sent to **** are clear and undeniable proof ********* isnt truthful with its customers.

  

  Business response

  09/16/2024

  Thank you for forwarding Mr. ***** ****** complaint to our attention. We appreciate the opportunity to investigate his concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a member of hair club for over 14 years. I have moved a few times and had to use hair club in the state I moved to. As a member the service had gotten so bad it was a just dont care about the customer give me money. I was being charged for a 4 week program but I was only going 7-8 weeks. I tried to explain why am i paying for a 4 week program when I go 7-8 weeks apart. Now I want to include the services I had gone through over the years. I was never the same hair dresser and my hair piece always fell off 2-3 weeks later. I complained every time but no help. It was always a comment oh sorry. But no one ever took the time to fix the problem. I have spent over $85,000.00 in the course of my membership. They were only concerned about the payment. After 9 years I had said this hair piece is not covering my bald spot anymore. This hairdresser said you are supposed to be measured every 6 months. I said you got to be kidding me I was never told this and for years i walked around with a Blad spot. No the location in ********* were I originally signed up. Now back has completely became dishonest. This woman ******* only cares about were is my money. I had decided to not pay because of the mental and physical abuse I went through. I had asked for a service only to be advised my membership was canceled. You will have to pay upfront. I said well I paid many thousands of dollars always complained but no one cared. I said ok you want $200 for the service Ill pay that to come in. Today I called spoke to ****** I said Im ready to pay for my service as you said it would be $200. I said I also want my hair that is there how much more? She said first I need you to pay the balance of $1025.00. I said you told me a few weeks ago alls I had to pay was the $200 for service. Now I want the hair that you have for me on the self. She said you have to pay the balance then we can do the service. I said you never told me about the balance you just said pay upfront for the service.

  Customer response

  09/05/2024

  I was contacted by the west coast director advising me that he will update my membership and change my plan that best fits my needs. I was supposed to receive a call to make an appointment yesterday but still waiting for a call. I have given my credit card to start charging for my monthly membership will keep updating my final 

  

  Business response

  09/12/2024

  Thank you for bringing this complaint to our attention. After a thorough investigation and discussion of the allegations with our centers staff, we are pleased to report that we have reached an amicable resolution.

  Our goal is always to provide clients with an exceptional experience, which means working with each individual to ensure they are satisfied with their services and journey toward feeling better about their appearance. Our staff remains dedicated to this mission in our continued service to Mr. ****** *************

  Should Mr. ******** have any further questions, we encourage him to stay in contact with Regional Sales Manager **** **** ********************* are committed to our clients satisfaction and look forward to continuing our work with Mr. *************

  Customer response

  09/25/2024

   
  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

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have ****** and release agreement this cancelled it. because hair care and solution lending loan are lacking communication. Hair care did not inform their lending loan payment. I got bad credit report. Hair care is failing to inform to solution lending agents. I am talking with solution lending agent and proof copy of refund and release agreement; they will take care of. but they never solve it to remove of amount clear up. I already talking with hair care about cancelled it and agreement signed it form. I not realized how is bad hair care company are lousy management with account does not inform to solution lending agents.

  

  Business response

  09/03/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff,we have reached an amicable resolution. Mr. ***** ****** agreed to remove the BBB complaint once the ************ charge is lifted.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for Mr. ***** ******.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 11th, I signed a written contractual agreement with ********* **** stating that I would receive a full refund for a hair system I had put money down for the day prior. The agreement states that my refund would be issued to my bank within 30 days. It has now been well over 30 days and no refund has been issued. I have called multiple times and everyone keeps saying that they will call me back or are looking into it, however no one will call back. The agent, *****, that I signed both agreements with (one to sign up and the other to terminate), has not returned any of my calls or gotten back to me either. It was a substantial amount of money, $5,996.00 total and I have been refunded 0 at this point. I am very frustrated and no one is helping through the company.

  

  Business response

  08/28/2024

  Thank you for forwarding *********************** complaint to our attention. We appreciate the opportunity to investigate his concerns thoroughly. We will collaborate closely with senior management to address these issues comprehensively. Once our investigation is complete, we will provide a detailed response. We apologize for any inconvenience this may cause and appreciate your patience as we work towards a resolution.

  Best regards.

  

  Business response

  09/05/2024

  Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter with our centers staff, we are pleased to report that we have reached an amicable resolution.
  At HairClub, we are committed to providing our clients with the best possible experience by working individually with each person to ensure their satisfaction with our services.To resolve this matter, our Vice President of Sales, ***********************, issued ********************* a full refund of $5,996.00 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that ********************** has or may have against HairClub.
  Should ********************** have any further questions or concerns, we encourage him to remain in contact with ***********************, who will be happy to assist. Our commitment to our clientssatisfaction remains our top priority.
  Thank you again for facilitating this matter.

  

  Business response

  09/06/2024

  Thank you for bringing this complaint to our attention. After thoroughly investigating the allegations and discussing the matter with our centers staff, we are pleased to report that we have reached an amicable resolution.
  At HairClub, we are committed to providing our clients with the best possible experience by working individually with each person to ensure their satisfaction with our services. To resolve this matter, our Vice President of Sales, ***********************, issued ********************** a full refund of $5,996.00 to his original method of payment. This refund serves as full accord and satisfaction of any and all claims that ********************** has or may have against HairClub.
  Should ********************** have any further questions or concerns, we encourage him to remain in contact with ***********************, who will be happy to assist. Our commitment to our clients satisfaction remains our top priority.
  Thank you again for facilitating this matter.

  Customer response

  09/06/2024

   
  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

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As per the contract I purchased (see contract attached), I paid for salon services and four hair pieces. However, I have only used two of the hair pieces and have not received half of the services/products that I paid for. This is a clear violation of the contract, and I will also be filing a complaint with the consumer protection bureau and the Better Business Bureau.The contract I signed with Hairclub clearly states: "If you are not satisfied with the results, You may cancel this agreement for services and obtain a refund of 50 percent of the service fee by requesting ********* remove your new hair before you leave *********'s premises and signing *********'s standard refund and release agreement."

  

  Business response

  08/26/2024

  This client came into the ************** on 11/29/2024 and signed her Membership Agreement for our Xtrands+6 program - which includes three custom hair pieces and six salon visits. 
  
  Currently this client has completed a total of six salon visits (1/5/2024, 2/3/3024, 3/2/2024, 3/30/2024,4/27/2024 and 5/11/2024) and has had two custom hair pieces applied (on 1/5/2024 and 3/2/2024). 
  
  While we do have a Commitment to Satisfaction on our Membership Agreement, this client is incorrect to its meaning. This subsection states that if a client is unhappy with their results during their first hair application, and they remove their custom hair piece prior to leaving the center that day, they are entitled to a 50% return on their initial investment. 
  
  As this client did not remove their hair prior to leaving the center on 1/5/2024, and continued services through 5/11/2024, this subsection does not apply. 
  
  While this client is not due a refund, we do understand that she does not wish to continue services and have offered to exchange the last custom hair piece left on her program for a 136 Laser Device at no additional cost. 
  
  This client has declined our offer and currently her Membership remains active. If she wishes, we would be more than happy to add a complimentary salon visit to her profile (as she has used all the salon visits she originally signed for) and have her last custom hair piece applied.

  In case that ************************** have any further questions, we invite her to reach out to Regional Vice President of Sales, ********************* "*******************"  to discuss.

   

  Customer response

  08/27/2024

  To: Better Business Bureau
  Re: Response to Hairclub's Letter Regarding My Complaint 
  

  Dear *************** have reviewed Hairclub's response to my complaint, and I find their position to be completely unacceptable and in clear violation of the contractual terms I signed.
  Hairclub's main argument seems to be that the "Commitment to Satisfaction" guarantee only applies if I remove the hair piece the same day as the initial application. This is an unreasonably narrow interpretation that is simply not supported by the plain language of the contract I signed. If their interpretation were correct, then how could the contract promise a 50% satisfaction guarantee if it had to be filed the same day? That would render the guarantee meaningless.
  The contract states, and I quote: "If you are not satisfied with your results, you are entitled to a 50% refund of your service fee by having the hairpiece removed and signing a refund agreement." There is no stipulation that this must be done the same day.
  Furthermore, besides the salon visits I have completed, I was told on more than one occasion by *******, *******, and the manager ***************** that I have purchased 4 hair systems, yet I have only received 2. Yet the contract clearly states the 50% satisfaction guarantee applies to the full service fee, not just a prorated amount for the systems I've received.
  I clearly expressed my dissatisfaction with the quality and fit of the hair pieces they provided, which did not meet my reasonable expectations based on Hairclub's representations. Specifically, the glue would come up on the front of my forehead, the texture was not what was promised, and the color did not match my natural hair. These issues were particularly embarrassing for me as a teacher who is in front of hundreds of students every day. It is simply not reasonable to expect that I would know on the first day of use that such significant problems would arise.
  I made multiple attempts to have these issues resolved, to no avail. This is exactly the type of situation the "Commitment to Satisfaction" guarantee is meant to address.
  I want to also note that I informed Hairclub on May 23, 2024 that I no longer wanted the hair system, and was told that **** would be in touch with me in a few days to discuss a refund. However, over the following month, I left repeated voicemails for **** and was never contacted back.
  I strongly urge Hairclub to honor the clear terms of their contract and provide me with the 50% refund I am entitled to under the "Commitment to Satisfaction" guarantee. Failure to do so would constitute a deceptive and unfair business practice in clear violation of consumer protection laws.
  Please let me know if you require any additional information from me. I expect a prompt resolution of this matter, and I reserve the right to escalate this complaint to the relevant state consumer protection agency if Hairclub continues to refuse to abide by the terms of their own contract.
  Sincerely,
  *********************

  Customer response

  08/27/2024

   
  Complaint: 22170913
  
  
  

  To: Better Business Bureau
  Re: Response to Hairclub's Letter Regarding My Complaint 
  

  Dear *************** have reviewed Hairclub's response to my complaint, and I find their position to be completely unacceptable and in clear violation of the contractual terms I signed.
  Hairclub's main argument seems to be that the "Commitment to Satisfaction" guarantee only applies if I remove the hair piece the same day as the initial application. This is an unreasonably narrow interpretation that is simply not supported by the plain language of the contract I signed. If their interpretation were correct, then how could the contract promise a 50% satisfaction guarantee if it had to be filed the same day? That would render the guarantee meaningless.
  The contract states, and I quote: "If you are not satisfied with your results, you are entitled to a 50% refund of your service fee by having the hairpiece removed and signing a refund agreement." There is no stipulation that this must be done the same day.
  Furthermore, besides the salon visits I have completed, I was told on more than one occasion by *******, *******, and the manager ***************** that I have purchased 4 hair systems, yet I have only received 2. Yet the contract clearly states the 50% satisfaction guarantee applies to the full service fee, not just a prorated amount for the systems I've received.
  I clearly expressed my dissatisfaction with the quality and fit of the hair pieces they provided, which did not meet my reasonable expectations based on Hairclub's representations. Specifically, the glue would come up on the front of my forehead, the texture was not what was promised, and the color did not match my natural hair. These issues were particularly embarrassing for me as a teacher who is in front of hundreds of students every day. It is simply not reasonable to expect that I would know on the first day of use that such significant problems would arise.
  I made multiple attempts to have these issues resolved, to no avail. This is exactly the type of situation the "Commitment to Satisfaction" guarantee is meant to address.
  I want to also note that I informed Hairclub on May 23, 2024 that I no longer wanted the hair system, and was told that **** would be in touch with me in a few days to discuss a refund. However, over the following month, I left repeated voicemails for **** and was never contacted back.
  I strongly urge Hairclub to honor the clear terms of their contract and provide me with the 50% refund I am entitled to under the "Commitment to Satisfaction" guarantee. Failure to do so would constitute a deceptive and unfair business practice in clear violation of consumer protection laws.
  Please let me know if you require any additional information from me. I expect a prompt resolution of this matter, and I reserve the right to escalate this complaint to the relevant state consumer protection agency if Hairclub continues to refuse to abide by the terms of their own contract.

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

  

  Business response

  08/28/2024

  HairClub is not contesting that we offer all of our Xtrands+clients a Commitment to Satisfaction, rather that this client is incorrect as to its exact wording. 
  
  The Membership Agreement reads (under Section 6, Subsection a):"If after application of your New Hair during the ***************** you are not reasonably satisfied with the results, you may cancel this agreement for services and obtain a refund of 50% of the Service Fee by requesting HairClub remove your New Hair before you leave HairClub's premises and signing HairClub's standard Refund and Release Agreement."
  
  As this client did not request their custom hairpiece be removed on 1/5/2024, nor signed a Refund and Release that day, that subsection of the Membership Agreement does not apply. 
  
  This client states she requested a refund on 5/23/2024; however,our employee notes state the following from that day: **** came in today requesting her head to be trimmed down all over and hair removed for the summer - she doesn't want to do the maintenance. Wants to take a break for ****** said she will be back in the fall to get the last hair that is owed to her. 
  
  It is not until 7/24/2024 that our Center Manager noted that this client did demand a 50% refund; however, states he did contact her to explain the wording of her Agreement and offer an alternative solution. 
  
  Finally, our staff has offered this client a 136 Laser Device or,as stated previously, to add a complimentary ************* so that she can have her last custom hair piece applied (as she has used all 6 Salon Visits included in her Membership). We would like to provide this client with a solution, but she is not due a refund based on the Membership Agreement she signed. 

  Best regards.

  Customer response

  08/29/2024

   
  Complaint: 22170913
  
  I am rejecting this response because:
  
  To:Better Business Bureau
  Re: Response to Hairclub's Written Response
  Dear ********************** appreciate the opportunity to respond to Hairclub's written statement regarding my complaint.
  While Hairclub acknowledges the existence of a "Commitment to Satisfaction," their interpretation of the contract's wording does not align with the reasonable expectations of a consumer. It is unreasonable to expect that all issues arising from the hair system would be identified and addressed on the same day of application. The nature of the problems I experiencedsuch as glue issues, texture, and colordeveloped over time and were not resolvable immediately.
  Regarding the notes from May 23, 20**, I want to clarify that while I did express a desire to adjust my services, I was also clear about my dissatisfaction with the hair system and my intent to seek a refund. My continued attempts to resolve these issues were met with inadequate responses.

  
  I am tired of the ongoing back-and-forth communication on this matter, which has persisted since I left the office on May 23. This pattern of evasion only reinforces my impression that Hairclub is not committed to upholding its "Commitment to Satisfaction" guarantee. Should this issue remain unresolved, I will feel compelled to share my experience publicly,promoting your company as one that does not honor its commitments.
  Hairclub's offer of a laser device or additional salon services does not address my request for a refund and ignores the contractual commitment I believe I am entitled to. I am insisting solely on a refund, and that is why I have submitted this complaint to the Better Business Bureau, as well as to the Arizona Attorney General (Complaint CIC# **-014055), which was submitted on August 20th of this year.
  
  Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.
  Sincerely,
  *********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 9, 2022, I had my initial consultation with ********* consultant *************************. The appointment was conducted via FaceTime, which was unexpected as I anticipated an in-person evaluation of my scalp. When I finally spoke with her, she briefly reviewed the pictures for a couple of seconds and then proceeded to discuss prices and various treatments for less than 10 minutes. She assured me of a 100% hair regrowth guarantee and offered an alternative solution or a refund if the treatment failed. Convinced by their promise, I accepted. They mentioned having hair experts who would explain the treatment in detail. My first appointment was on 06/22/2023. I tried to inquire about the treatment, with the expert but she deferred the explanation. another room, which was uncomfortably hot, and she offered a portable fan as a solution. During the treatment, I questioned the products used, but she replied that instructions would be provided later. Despite my requests for an explanation of each step, she remained unresponsive. The heat became unbearable, especially when my head was put under a scorching lamp. I complained, but she only acknowledged the heat. In the end, I was given a bag with hair care products, a scalp massager, and minoxidil 2%.After a month of using their "treatment," I was deeply disappointed as it left my hair resembling a dry mop, my scalp itchy, and I was losing more hair instead of experiencing the promised growth. I contacted the company's office to share my experience with their products and the outcomes On July 27th, I spoke with *******, relayed my negative experience, and asked for a refund. By October 19th, after texting her, she informed me via a call that her manager refused the refund but offered an alternative treatment called Xtrands, which I accepted. On November 26th, I texted her to inquire about the commencement of Xtrands , no response until December 5th. I signed the DocuSign on December 15th, since then, no reply to my texts.

  

  Business response

  07/25/2024

  Thank you for forwarding ********************* complaint to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer response

  08/02/2024

  Confirming I am still expecting a full refund from Hair club for Men.

  Thank you

  *****************

  Customer response

  08/06/2024

   
  Complaint: 21897055
  
  
  

  Confirming I am still expecting a full refund from Hair club for Men.

  Thank you

  *****************

  

  Business response

  08/07/2024

  Please note the details below:

  On June 8th, 2023, ***************** went into the ********** location for her hair loss consultation. During that visit,the center staff completed an in-depth trichoview analysis so that these results could be reviewed, virtually, with her consultant. 
  
  ***************** left the center that day to consider her options and reached back out to our staff on June 10th, 2023,to sign up for her EXT Membership. On that day, this client signed her Membership Agreement which specifically lists all benefits included in her EXT Membership under Section 3 (EXT Client Services). 
  
  On June 20th, 2023, this client came into the ********** office for her first EXT visit and, unfortunately,following that visit (on July 20, 2023) expressed her concerns with center staff. At that time, our staff informed her that she did not qualify for a refund based on her signed Membership Agreement (our Cancellation and Refund policy is explained under Section 5); however, did offer to transfer her credit into another service - this is, rather, the Commitment to Satisfaction that was discussed with ******************;during the consultation. 
  
  On November 26, 2023, ***************** reached out to her consultant agreeing to transfer her credit into an Xtrands+Membership and on December 15, 2023, our staff electronically received the client's signed Commitment to Satisfaction paperwork. Following that date, we have no record of this client contacting the *****************, or consultant,so that she could be scheduled for services. 
  
  In summary: ********************* membership is active, and we simply need communication with this client so that they can be scheduled for services.

  In case ********************** have any further questions, we invite her to reach out to the Regional Vice President ****************************** "eecker-****************** or the Regional Direct of Operations *********************** "*******************".

  Thank you.

   

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2023, I signed up for their program and was guaranteed so many systems to my satisfaction. The main office manager has had a difficult time at best completing my requests to my satisfaction. The hair is usually in poor condition when received. I currently have the last system I received back in April and a system I received from another company and when you put them next to one another, you can visibly see the difference in the quality of the product. For the amount of money I paid for their product, I would expect their systems to be of higher quality than they are. I am still owed 3 systems and simply want a refund of the remaining balance for those 3 systems. I will not be going back to the office as they have poor communication, a lack of understanding what their customer needs are and a refusal to make things right. I sent a letter to the headquarters right after my last visit and have received no response from them regarding my request, which I find to be poor management on their part. This is a larger corporation and I understand, they may not "need" my money, but I can assure them, they need my recommendation and I will make sure that is something they do not receive unless I receive the remaining monies owed for the systems I will not be taking. I can supply pictures of the current system I received from them and the one I went out bought from a more reputable company to show the lack of quality on their part, should that be needed. I have attached the letter I mailed to the headquarters for your review.

  

  Business response

  07/16/2024

  Thank you for forwarding this complaint to our attention.Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.

  Please note that the Regional Director of Operations *********************** reached out to the client and see below overview.

  Company Response and Offer:
     - *********** acknowledged the agreement and confirmed the delivery of five systems.
     - Two more systems with specific customizations,including clips,  were prepared based on medical advice.
     - *********** noted multiple attempts to contact the client via phone and email, despite the client claiming otherwise.
  
  Resolution Proposal:
     - We've confirmed two more systems owed to the client and offered three salon visits (remaining benefits from initial
  Investment)
     - The client preferred not to visit the office and requested the systems be mailed.
     - I've agreed to ship the systems and requested the client confirm receipt.
  
  Communication and Follow-up:
     - I requested the clients BBB complaint be retracted once the issue is resolved, which client agreed.
  
  Next Steps:
     - We will arrange shipment with tracking and confirm delivery with the client.
     - The client will verify the quality of the new systems upon receipt.   
     - The BBB complaint will be addressed based on the resolution outcome.

  Thank you.

*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. ↩