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
Customer service proactively replaced faulty lamp and handled claim well.
“amazingly helpful Lynsey dealt with my replacement from start to finish.”
Expensive scissors purchased repeatedly but were poor quality.
“Always purchased scissors which were expensive but very poor quality”
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.”
Staff recommended products and instructions to fix a home hair appointment.
“Sally staff saved the day after a professional home hair appointment went south.”
Welcoming staff and helpful service with useful 50% discount.
“Went in the shop on New Oxford Street where the staff was welcoming and helpful.”
Incorrect items sent and company delayed correcting the order.
“instead of sending me x20 berry hot waxes they sent me the green wax instead”
Exceptional helpful salesperson encouraged extra purchases and excellent service.
“The BEST customer service, ever! What an amazing sales person (Basildon, Essex) Sharon is!”
Collected order and received friendly help choosing additional items.
“I was great with smile and got a help for choosing more items for my purchase.”
Poor customer service and difficulty returning items even with receipt.
“Be aware if staff give wrong advice on items it seems impossible to return, even unopened with a receipt.”
Delivery required downloading carrier app and unnecessary bureaucracy for instructions.
“require to download a carrier app and spend time on unnecessary bureaucracy”
Lash adhesive failed and customer service refused refund and behaved poorly.
“The customer services woman then proceeded to shout & cut me off when speaking”
Good service when buying combs and guards.
“Came for some combs and guards really good service”
Online lash course was shallow and support was disappointing.
“spending over £130, I found the content to be shallow”
Bought out-of-date hair colour and staff refused to accept return.
“I try to return it but they refused it coz i didn’t keep my receipt”
Dover staff were helpful, patient and provided excellent customer care.
“Your staff at the Dover branch are absolutely amazing!”
Order sent to wrong address and customer service refused to help.
“Ordered items to the wrong address, emailed as soon as I had submitted the order”
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”
App address error caused delivery to the wrong location and poor support.
“My address is apartment & the address my package was delivered to is a house.”
Free two-hour delivery promotion was misleading and website reverted options.
“Every time I chose 2 hour, it reverted to the $7.95 Ship to me option!”
Texture ID coils shampoo being discontinued and company won't ship or help.
“now they say they're discontinuing it”
App address error caused wrong delivery and poor customer service response.
“My address is apartment & the address my package was delivered to is a house.”
Helpful staff member Donna provided excellent product guidance and service.
“she was absolutely amazing really helping and just soo lovely”
Reviewer says staff in London were rude and unprofessional.
“The worst staff members I ever meet in London .”
Click and collect issue led to higher price and wasted 90 minutes.
“They switched off the option for click and collect due to a technical issue.”
Assembled chair caused back pain and was non-returnable per policy.
“it isn’t supportive and gave me back pain”
Multiple online orders cancelled without explanation and no solutions offered.
“4 orders have been cancelled online by this sham company.”
Promotion not applied and customer service provided inconsistent explanations.
“I didn't get the 2 free colors.”
Website offered in-store pickup for items not stocked and staff were unhelpful.
“Why have a website that offers “in store pick up” for items that they no longer sale in store anymore?”
Two-hour delivery used wrong store and delivered to an old address with missing items.
“it was delivered to an old address AND they picked up the order from another store”
Received the wrong hair oil and receipt didn't reflect substitution.
“the hair oil they gave me was basil and castor! I did not order or want that!”
Same-day order cancelled; shipping and tax were not refunded.
“I was told order was cancelled.”
Received repeated late charges from Commenity despite paying the bill.
“All I have been getting is late charges from Commenity Capital Bank.”
Website and inventory are unreliable; online ordering repeatedly fails.
“their website absolutely sucks and the inventory is NEVER updated correctly.”
Damaged and missing items, misdelivery by FedEx, and disappearing rewards.
“nail polish hasn't been wrapped, broken and all over the box”
Store often lacks the specific hair colour and fails to restock reliably.
“they only ever have one box or none like today.”
Pick-up order cancelled without explanation and no alternatives offered.
“It was later canceled by Sally Beauty with no explanation or other options.”
Cashier was rude and argued about a clearance price.
“She was talking to me with bad customer service..”
Staff Nikki and Alexis were helpful and professional finding products.
“Nikki was so helpful in figuring out what I should get”
Sales person was rude and argumentative at the Selinsgrove store.
“Sales person was very rude and argumentive.”
Product formula changed and now contains much less glitter.
“There's hardly any Glitter in these spray cans”
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.