Reviews show a clear divide between in‑store and online experiences. Many customers praise individual store staff (examples include Basildon, Dover and Newport) for practical advice and problem solving. Conversely, there are frequent complaints about online stock accuracy, delivery procedures, refunds and some product faults. If you prioritise personalised help, visiting a store seems advisable; when buying online keep proof of purchase and monitor order and refund communications closely.
Examples from available reviews (Sep 2016 – Feb 2026).
Exceptional helpful salesperson encouraged extra purchases and excellent service.
“The BEST customer service, ever! What an amazing sales person (Basildon, Essex) Sharon is!”
Website showed stock but order cancelled without notification and refund delayed.
“Stock I ordered was out of stock, even though it showed as in stock for delivery online.”
Faulty nail primer caused lifting and company refused refund or follow-up.
“my nails lifted literally every couple of hours!”
Customer service proactively replaced faulty lamp and handled claim well.
“amazingly helpful Lynsey dealt with my replacement from start to finish.”
Stores frequently praised for helpful, knowledgeable staff; other reviews report refusals, unresolved returns and inconsistent order handling.
Multiple reviewers complain about perceived poor value, citing high prices or products that did not meet expectations.
In‑store visits are often praised for hands‑on help; online ordering and delivery receive repeated complaints about stock and process friction.
Several reports note faulty, expired or low‑performing items (tools, adhesives, courses); other customers describe products that worked as intended.
Customer support experiences vary widely: some reviewers praise helpful staff, while others report ignored emails, rude calls and closed complaints.
Overall impressions are split: many positive in‑store experiences contrast with frequent negative reports about online orders, delivery and aftercare.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · yelp.com (20) · Reviews (19) · resellerratings.com (15) · consumeraffairs.com (10) · Reviews (1) · Quotes shortened · As of: February 2026
Store is well organised for quick self-service shopping.
“The store so organized you just go in and help yourself”
Store scheduled to open at 9:00 but was still closed at 10:15.
“I arrived around 10:15AM and found the store still closed.”
Staff lacked product knowledge and understanding of product quality.
“My biggest complaint is they dont know the products.”
Staff member Skyler helped remove black dye with non-bleach products.
“skyler was really helpful and helped me with choosing out products without bleach”
Poor management and service after selling a defective product.
“Bad management. Employees and management are not respectable to customers.”
Large selection of bright hair colours and reputable brands.
“I was so happy to see their choices for very bright colors!”
Staff were overly intrusive, following and repeatedly questioning customers.
“They follow customers closely, as if expecting to catch them stealing.”
Amanda provided great advice and delivered the expected results.
“Amanda gave us all we needed and gave perfect advice.”
Repeated rude staff interactions made shopping unpleasant.
“The customer service here is so rude and u unpolite”
Greeted promptly and assisted in selecting rattail combs.
“I was greeted as soon as I walked in which made me feel welcomed!”
Staff member Yesina promptly helped with website order and product selection.
“Yesina greeted me right away and asked what she could help me find.”
Inconsistent service with staff refusing to assist customers.
“the service felt really inconsistent And off.”
Came to fix a yellow toner but issue wasn't resolved.
“I came here because I recently got my hair done and the stylist used a yellow toner”
Advised colour resulted in hair turning black contrary to instructions.
“I had blonde hair and wanted to go burgundy brown, I asked for advice and was recommended a 4n with a medium burgundy brown together.”
Manager was rude and disrespectful, leaving customer upset.
“The manager was very rude and They way she was talking to me was very disrespectful”
Manager refused to help and store didn't stock expected replacement blade.
“the manager (who acted like I was bothering her asking) told me they dont carry the blade there”
Staff greeted customer with insincere attitude and rudeness.
“Soon as I walked in the door I was greeted but with attitude”
Employee made a snarky comment and laughed at a customer's question.
“a worker laughs in my face saying a snarky comment”
Knowledgeable customer service, clean environment and friendly staff.
“They are highly aware of every product in the store.”
Helpful staff and well-kept store produced excellent hair colouring results.
“The staff is always wanting to help and are so kind.”
Friendly staff in Kettering provided knowledgeable and welcoming service.
“They took the time to help me with my inquiry and were really knowledgeable and kind.”
Associate was dismissive and unhelpful when asked locating product.
“What you see, that’s what we have—if you don’t see it, we do not have it.”
Associate was dismissive and unprofessional when asked basic questions.
“What you see, that’s what we have—if you don’t see it, we do not have it.”
Associate was dismissive and told customer to 'Google' answers.
“You know, you can Google those things.”
Paid delivery but driver claimed attempted delivery; refund refused.
“the driver claims they knocked on my door but I was home the entire time”
Colour product caused wrong shade and refunds and credit card issues unresolved.
“I recently bought a hair color that turned my hair red instead of the color that I bought”
Knowledgeable friendly staff provided advice and a suitable hairbrush.
“Really knowledgeable and very friendly customer service.”
Glitchy website charged card without order and poor customer care follow-up.
“The website is very glitchy, prepare for your card to be charged but no order fulfillment.”
Online order delayed and customer service refused to cancel or assist.
“I still have not received the product.”
District manager alleged to be rude, unprofessional and bullying staff.
“The district manager Vanessa Lara is a horrible district manager that is rude and very disrespectful to her employee's.”
Reviewer accuses district manager Vanessa Lara of rude, hostile behaviour.
“FIRE VANESSA LARA”
Company refuses returns or exchanges for items.
“They don’t return or change their items horrible”
Coventry store provides professional dye selection and great staff.
“Fantastic place. Nowhere else I can get professional hair dye to do my own hair.”
Unable to buy product on the shelf due to trade account restriction.
“I can’t purchase it because I don’t have a trade account.”
Staff are unhelpful and systems lose orders and points.
“System drops orders and "loses" points”
Website errors charged my card multiple times during checkout.
“I was charged multiple times.”
Paid for two-hour delivery but it arrived hours late and no refund.
“did not receive my delivery until 5-6 hours later”
Order not received and company allegedly ignored contact, police involved.
“still hasn’t received or ignoring my calls and emails now police getting involved”
Faulty nail primer caused lifting and company refused refund or follow-up.
“my nails lifted literally every couple of hours!”
Helpful staff assisted selecting products and fixed my hair problem.
“the lady on the register was awesome and helped me select the correct products”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Sally Beauty is a retail chain specialising in professional and consumer beauty supplies, selling hair colour, styling tools, nails, salon equipment and related consumables through high‑street stores and an online shop. It serves both trade and retail customers seeking products and advice for hair, nails and beauty treatments.