Many reviews mention helpful store employees by name, noting clear product advice and hands-on support. A large share of complaints describes rude or dismissive staff, refusals to take returns, and problems in store that were not fixed. Online ordering and delivery draw frequent criticism for cancelled orders, incorrect deliveries, and payment or checkout failures. Customers also point to product issues such as wrong shades, damaged items, and occasional bad reactions.
Examples from available reviews (Sep 2016 – Feb 2026).
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.”
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.”
Product allegedly caused hair loss and company won't refund.
“This product is no good, it made my hair fall out.”
Found Koleston hair colour much more expensive than other retailers.
“They charge £20 for 1 tube however most sites are selling it £5.99/£6.99”
Reviews show two clear service patterns. Many praise named employees for patient, knowledgeable help and for sorting out problems. Another large set describes hostile behaviour, refusal to help, and disrespectful managers.
Several reviewers raise pricing and promotion issues. They cite branded colour costing more than expected and deals that do not apply at checkout. Positive comments about value are rarer and usually linked to local discounts or one specific store.
Many customers describe unreliable behaviour on the website and app. Common problems include stock shown as available when it is not, address mistakes, and duplicate or failed checkout charges. Some reviewers also praise store layout and self-service for being quick and well organised.
Complaints often mention incorrect or faulty items, including wrong colour results, damaged products, and items past their date. Several reviews report negative effects such as hair or nail damage after use. Positive product feedback is less common and points to a wide colour selection and nail polish quality that meets expectations.
Many customers say order and refund updates break down. Reviews mention orders cancelled without explanation, refunds that arrive late or not at all, and weak responses from support. Some complaints also point to billing problems linked to a third-party credit provider.
Experiences split sharply between strong in-store help and poor online ordering or fulfilment. Differences between locations stand out, with some stores repeatedly praised and others criticised for weak service and order handling.
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
Ma'Kalis and team provided unusually great customer care and recommendations.
“Big shout out to Ma'Kalis and her team for the great services”
Reviewer felt followed and treated rudely by staff in store.
“older lady literally was following me around from the moment.”
Package notifications and jingle brought the reviewer joy and smile.
“I just love ❤️ the ho ho spirit”
Reviewer charged $30 late fee despite paying bill on time.
“$30 late fee???”
Late fees and poor customer service from Comenity bank led to card cancellation.
“Don’t ever apply for a credit card through Sally Beauty.”
Store frequently lacks branded and generic permanent hair colours in stock.
“Sally’s corporation will not keep enough of their name brand like Generic permanent hair color in the stores.”
Perm product damaged hair and company sold professional product inconsistently.
“it ate my frickin hair”
Bought loud clippers and was refused a return despite defect.
“they don’t take back used clippers.”
Staff were helpful and assisted with everything needed.
“Girls were great and help with everything I needed .”
Poor customer service and an order never arrived.
“I never received my order”
I received my OPI The Celebration Collection Mini Infinite Shine Pack, 4 x 3.75ml and I'm very happy with it. It's perfect and I plan to order another one now that I'm done writing this review. I've been looking for a product like this for months and now that I found it, I'd recommend it to anyone needing a good quality product. It includes 3 different nail lacquers and an exclusive hard shell, glitter lacquer topper. Created with nourishing oils and shimmers, these glitter lacquer toppers give a high shine look that lasts. Each nail polish glitter with a bold color and comes in .4 oz mass. This nail polish can stay for longer hours without chipping or wearing off.
Company refused a gift card order and money was lost.
“Worst customer service ever! The company refused to make order for their gist cards, my money are wasted for nothing!”
Missing items from order with months of unanswered contact attempts.
“Missing four (fairly important) items”
Product allegedly caused hair loss and company won't refund.
“This product is no good, it made my hair fall out.”
Bradford store staff provided fab, helpful service and smiles.
“Fab service in Bradford lovely ladies”
Reviewer disappointed by an order and will not shop again.
“I should have read the reviews before making any order.”
Unwilling to provide cash refund despite valid unopened return.
“she couldn't give me cash back and had to put it on a debit card.”
Store #21 provides excellent, friendly, and accommodating customer service.
“They are the very best!!!!!!!”
Staff need improvement in attitude and product knowledge.
“Staff needs improvement in attitude and knowledge.”
Salesclerks gave incorrect advice and sold ineffective product for colour removal.
“She sold us ColorFix.”
Staff recommended incorrect developer, causing unintended hair colour change.
“I went from a brunette to light brown and pink!”
Reviewer calls staff rude and unprofessional and stops shopping there.
“Rude, unprofessional, and incompetent.”
Reviewer had review unpublished and experienced poor customer service with coupons.
“Guess only the positive stuff makes the cut.”
Employee Ade provided very helpful, courteous service and video assistance.
“she was extremely helpful, kind, courtesy, upbeat and all around great customer service.”
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 retailer focused on hair, nail, and beauty supplies. It sells salon-grade and consumer items, including hair colour, styling tools, scissors, nail care, and beauty accessories. Shoppers can buy in high-street stores or use the online shop for delivery and click-and-collect. The retailer serves both individual customers and beauty professionals, with in-store staff available to help with product choice.