SalonGuys.com

Thank you for bringing this matter to my attention. I have attempted to contact the client via phone and email to offer a resolution. I was not able to speak to her via telephone. Our warranty policy applies to orders for a one year period and her order was placed in 2013. However, for this issue, I...

have offered the client the standard warranty solution of sending her replacement bases for a fee of $45 per base. I will keep you informed of her response. Please let me know if she replies directly to you. Thank you.Sincerely,[redacted]

Review: Items broke under warrantee period not covered due to their determination that they were manufacturer defects. company refused to remedy situation.

purchase date, June 8,2012

po XXXXXXXXX

payment via amex.

$3071.65

problem date may 2013

Desired Settlement: replace broken parts

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted], Customer S

Contact Phone: X-XXX-XXX-XXXX

Contact Email: [redacted]@salonguys.com

To Whom It May Concern,

Thank you for contacting us. We are sorry to hear you are having problems with our products. We have looked into your account and found the following.

You did make a purchase on June 8, 2012 and it was delivered on the June 18th, 2012. Warranty for these products is one year. You may have experienced issues on May 2013 as you claim but there was no contact or complaint you put on file until July 19, 2013 roughly 9:30am PST. At that time you expressed to us that it was 2 of the 4 units that are experiencing issues and the 2 units that have problems are the arms were breaking from the seats.

1. Based on those times, your warranty is over. We offer a 1 year window to make claims.

2. It wouldn't be considered a warranty claim because it's a wear and tear or even excessive use. These armrests are only meant to rest arms and any excessive force such as use as leverage to get out of chair would not be considered as proper use.

3. We are sorry you feel that we refused to remedy the situation. It's not that we don't want to help but it's that we will not be able to send parts/units out for free.

To fix the issue that you are experiencing, we are willing to sell you the replacement chair top with the handles for $154 + $78.60 shipping which is $232.60 per unit. Unfortunately we cannot sell the handles alone. If you have any questions please email us anytime at [redacted]@salonguys.com or call us at X-XXX-XXX-XXXX.

Sincerely,

Review: Bought a hair steamer this last May 1 2015..the steamer stopped working about Sept.1 2015..called the company & they say there is nothing for them to do this thing was used once a month on my head..I have called & complained & explained...this company knows they are selling low quality equipment & continues to do so I would like a replacement or repair or exchange Thank you very muchDesired Settlement: not making steam

Business

Response:

Hello,We apologize for any inconvenience, however we are not able to locate an order for you in our system based on the information you have provided. Please respond with an order number or call [redacted] so we may resolve this issue. Thank you.

Had been saving money for months to purchase two stand behind shampoo bowls for our salon. When they arrived it took about 4 weeks to get the plumber and to save alittle extra money for the intall. After the install the bowls were being wiped down for the first time and deep scratches were found on the front. After I contacted the company, they asked for photos which were sent post haste. About a week later I noticed they had not responded and it took about another week for them to decide. Come to find out, they were running down the clock and said after 30 days they were unable to help me at all and after 30 whole days in our salon, the scratches could have come from anywhere. They actually blamed me! So now I'm stuck with these scratched up bowls and they have gotten away with robbery. I'm in NC and they are in CA or I could handle this in person. Never order salon equipment from Salon Guys, they are unreliable and customer service stinks!

Review: My styling chair is coming apart at the seams do they won't send me a new one I called for three months to resolve this issue and spoken to several people and no answer please helpDesired Settlement: Send me a new chair with no cost

Business

Response:

Hello,We show this matter is currently being resolved. We have been contacted by a representative of the client and they were told a new styling chair top would be sent to the client as soon as we have stock. If you have any questions, please contact us. Thank you.Sincerely,SalonGuys[redacted]

Consumer

Response:

I reviewed Salon Guys warranty and return policy. Clearly they have stated that they will not pay shipping charges after 30 days of use. Therefore I am willing to pay the return shipping charges. However nowhere in their policy to they state that I must first ship out the defective product before I receive the replacement. Therefore I am standing by my initial argument to ship out my chair upon receiving the new one. To be without a chair for 3-4 business days would be crippling to my business. Without a chair I do not have a business, it's as simple as that. If the new chair was shipped to me first, I would then have the appropriate packaging materials to return the damaged chair without any further damage.

Business

Response:

Hello,Again, we apologize. Our posted Return Policy does not apply to this issue. This is a warranty issue. Our posted Warranty Policy dictates items must be returned to our facility so that we may attempt to repair the issue prior to resorting directly to replacing it. We will need the item sent back to us at your earliest convenience for this issue to proceed. Thank you.

Review: They refuse to honor the warranty on my chair base. It clearly states on their website that it has a one year warranty. My purchase date 12-31-1013.

Refuse to honor warranty 12-13-2013. Purchase date 12-31-2013. Product Name - AP Salon Round Base with Pump. My Order # [redacted]. It is within the 1 yr warranty as listed on their website. The first representative to deny warranty was [redacted] (very polite) Supervisor- [redacted] (no employee number refused last name) refused to help. Paid by Visa amount $165.59.Desired Settlement: I would like them to honor the 1 year warranty and simply send me a new chair base. I believe the problem here is dishonest business practices. They refused to give me a chain of command to follow to request replacement. Apparently this company has 2 employees, [redacted] and [redacted]. I asked for the CEO for contact and was told to look it up myself. Website is Salonguys.com Thank you for you help with this matter. [redacted]

Business

Response:

[redacted] originally purchased two styling chairs from our company on 08/30/2011. Upon receipt of this order, the client contacted us to report an issue with her merchandise. One of the bases she had received was damaged. We requested images of the damage to determine the most amicable solution. Ms. [redacted] was reluctant to send us the images, however she eventually did as we requested. Once the images were received and reviewed, we determined Ms. [redacted] would be sent out a brand new base.

On 12/31/2012, Ms. [redacted] contacted us again about an issue she was experiencing with her styling chair. She informed us that the chair would not lock in place anymore. She, unfortunately, was 4 months over the 1-year warranty period offered for our products. We had suggested she buy a replacement part for her chair. Although Ms. [redacted] was not happy with the terms of the warranty clearly posted on our website, she conceded to purchase a replacement base that same day. Replacement parts do not extend the warranty of the item they were purchased for. We are adamant about informing our clients this prior to them purchasing replacement parts.

On 12/13/2013, Ms. [redacted] contacted us again regarding an issue with her base. We informed her that parts purchased are not offered a warranty nor do they extend the warranty of the item they were purchased for. She was not very happy to be reminded of our policy.

We would like to sincerely apologize to [redacted] for any inconvenience she experienced. We are very sorry if our policies do not please every customer 100% of the time, however, they must be adhered to so we can ensure fair treatment of all of our clients.

“Unethical- Warning they will give our your personal information.” - I had been referred by another barbershop whom had a pleasant experience. I purchased 8 chairs, and they arrived. I was very happy and all had gone well. UNTIL THE FOLLOWING WEEK I FIND OUT [redacted] / [redacted] (sp?) FROM GAVE GLP AKA SALON GUYS GAVE OUT MY NAME, ORDER INFO, PRICE PAID, ETC. TO A SHADY SUPPLY STORE TRYING TO MAKE A DEAL AND BECOME THE LOCAL DISTRIBUTOR. Be warned they share personal information and with how identity theft is out there, DONT RISK IT. Order with another company.

Review: We just bought two salon chairs only 3 months ago and now the hydraulic lifts on both chairs do not work! The chairs can not be turned and the foot pump sticks and stays completely down when stepped on. Very expensive chairs. We were told by their customer service that we will have to buy new hydraulics that cost almost 150.00 after shipping or trash th chairs.Desired Settlement: Replacement hydraulics for both chairs and they take the old ones. We need a prepaid shipping label.

Business

Response:

Hello, We apologize for any inconvenience. However, our warranty policy clearly posted on our website states that if an issue with the base of a chair occurs over 30 days of purchase, there will be a $45.00 fee per item for a replacement base. This includes a brand new base, hydraulic, pump, and shipping cost. We must adhere to our company policies so that we may ensure fair and equal treatment of each of our clients. We believe this policy to be fair as the cost of a brand new base not under the warranty policy is $119.99 plus shipping cost. Please contact us as soon as possible so that we may resolve this issue. Thank you.

Business

Response:

Hello,We show no record of this issue being reported within 30 days of you receiving your order. We do show that you had contacted us regarding missing parts and to return an item, however no mention of a defective base was found. We again apologize for any inconvenience, however we stand by our warranty policy. If you have any questions, please contact us. Thank you.

Review: On 01/30/2016 I paid for what I thought was a salon chair, but was salon handles. I contacted salon guys and was intructed to send the item back for a full refund. Please see receipt [redacted].

After sending the item back on 02/11/2016 I waited and did not get a response from salon guys and the refund had not been credited to my credit card ending in 6073.

I contacted green dot, and placed a grievience against salon guys. On 02/17/2016, I received a letter from green dot that denied my claim due to not being able to assist me with disputes related to delivery...etc. please see [redacted].

on 02/22/016, I than spoke with a supervisor at salon guys, her name is [redacted], and I was told that they never received the return. Which was returned via postal service on or around 02/11/2016.

The total cost of the item was 94.39.Desired Settlement: I would like for my refund to be credited back on to my credit card please. In the name of my savior christ jesus I pray that this company does the right thing by me.

Business

Response:

Hello,We apologize for any inconvenience, however we still have yet to receive a return from you. We are not able to process a refund for an item that has not been received by us. If you have any information regarding the return, such as a tracking number or delivery confirmation, it would certainly help things along. We will continue to attempt to work with you, however until we receive the returned item, there is nothing further we can do. Again, we apologize. If you have any questions, please contact us. Thank you.

Consumer

Response:

I am rejecting this response because:To whom this may concern, Thank you for the reply, however, I was told by a member of your company, salon guys, to refuse the package and return it to sender. Now, had I been told to send it another way via tracking number, I would have done so. So being that I followed the instructions given to me by your company, the lost package is not my fault. I still believe that in good faith, you should make your customers happy via appeasement.

Business

Response:

Hello,We apologize for any inconvenience, however the tracking information only shows the package was delivered. It does not specify that the package was refused. Without this confirmation, we are unable to process your return. Again, we apologize. If you have any questions, please contact us. Thank you.

Review: I purchased BLEACH SAFE towels from

The company. All over the packaging it states bleach safe. I opened them used them and then washed them and more then half of them look like they are 5 years old. They clearly are not bleach safe. I called the company with my issues and they state

[redacted],

I have spoken to a supervisor and they have stated that due to the disclaimer being on the listing which states: "Please Note: these towels are NOT bleach or color resistant" we are unable to accept a return or replacement on these towels. If you have any other questions feel free to contact us. Have a wonderful day.

The packageing clearly states bleach safe. How can you package something saying bleach safe but since you put a disclaimer that I did not see on the website I'm suppose to just take the loss? The towels are no longer on their website. All I asked, was for them to replace them. I called again after receiving that email and the gentlemen I spoke with states that the company packaged the items incorrectly. How is it my fault that I though I was getting a bleach safe towel and because the company packaged items incorrectly I should have to eat the money? I want my towels replaced or my money back. I spent 130.00 on these towels.Desired Settlement: I would either like the towels replaced with bleach safe towels just like they state all over the packaging or my money back.

Business

Response:

We had been contacted by the customer in regards to the issue she is having with her towels, which is that they are losing color when they are bleached. I referred the customer to the listing which has the disclaimer stating the towels are Spa Towels meant for facials and head wraps and are not bleach safe and not meant for Salon Use. I apologize for the confusion but the warning is on our website in the description area so all potential buyers are able to see that before they purchase. We are unable to do anything more for the customer as it has been 7 months and they were not used as intended. If you need any more information please contact us. Sincerely, [redacted]SalonGuys

Consumer

Response:

I am rejecting this response because: They never once showed me that there was a disclaimer! The told me that but I've never seen once with my own eyes. I don't care if you wrote they were wash cloths all over the items packaging states bleach and color safe! 3 times to be exact! You should re package an item before you send it out to a customer! There wasn't even a note stating the issue in my box. I ordered the items in May thinking the salon would be up and running by then and beacause every other day items would be back ordered on the site, I didn't want that happening to me! I didn't even start using them till October. They have never proved that the date I ordered the towel there was a disclaimer. I cannot even look up the item cause so Convently they no longer sell this item. To top it off I ordered everything off the phone and I clearly remember asking if these towels were color and bleach safe and the women I spoke with said yes. When I received item it clearly states all over the item bleach safe! Your packaging should not say BLEACH SAFE if it isn't!!

Business

Response:

I apologize but we are unable to assist you in this issue as we are not the manufacturer and cannot be held responsible for their packaging issue. We have included a copy of the invoice as well as the return policy and the listing itself. We have the disclaimer on the website as that is all we were able to do since we are unable to alter a manufacturers packaging. The order is 7 months old and we are unable to extend the return period this far out. I apologize for the inconvenience. Sincerely, [redacted]

Review: HI!I JUST SPOKE WITH TWO WONDERFUL LADIES NAMES [redacted] AND [redacted] IN YOUR OFFICE. THEY DEMONSTRATED THAT CUSTOMER SERVICE IS AT THE TOP OF THEIR LIST. WHEN ONE REALIZES YOU HAVE BEEN TAKEN ADVANTAGE OF AND THE MANAGER STATES,"THERE IS NOTHING I CAN DO', IT MEANS A LOT TO HEAR A VOICE ON THE OTHER END THAT TELLS YOU I CARE AND STATES THEY WILL SEE WHAT THEY CAN DO...AFTER THIS EXPERIENCE WE SEE ONLINE THAT 'SALON GUYS'HAS MULTIPLE COMPLAINTS AGAINST THEM ABOUT THIS CHAIR AS WELL AS THEIR CUSTOMER SERVICE. THE CHAIR WAS $387.92. POSTAGE ALONE WAS $87.92!!! WHEN IT ARRIVED THERE WERE MULTIPLE DAMAGES' WITH LARGE HOLES IN THE BOX. WE SENT PHOTOS, WITH AN EMAIL IMMEDIATELY AND THEN CALLED AND SPOKE WITH [redacted], AFTER SEVERAL PHONE CALLS AND FINALLY WAITING ON HOLD FOR 45 MINUTES!!! [redacted] AGREED TO CREDIT US 150 DOLLARS AND MY BROTHER-IN-LAW WOULD REPAIR THE CHAIR. WE DID NOT REALIZE IT WAS DEFECTIVE!! MY BROTHER-IN-LAW HAS DONE NO REPAIRS. IT IS SITTING HERE LIKE WE TOOK IT OUT OF THE BOX. WE THOROUGHLY CHECKED ITS FUNCTIONALITY BEFORE HE WOULD REPAIR IT. IT HAS NOT BEEN USED-WE ARE JUST READY TO BEGIN, BUT HAVE NOT STARTED OUR"TREAT2 FEET" BUSINESS. WHEN WE SAT ON THE CHAIR WE DISCOVERED THE MECHANISM THAT MAKES THE CHAIR STAY UP WHEN YOU PUT IT DIFFERENT HEIGHTS IS DEFECTIVE! WE PUT IT AS HIGH AS IT GOES, SIT DOWN ON IT AND IT PROMPTLY GOES DOWN TO THE LOW POSITION!!! WE CANNOT USE IT THIS WAY!WOULD YOU HELPUS GET OUR MONEY BACK?!?? WE AGREED TO KEEP THE DAMAGED CHAIR, NOT KNOWING IT IS DEFECTIVE:(:( I BEGGED [redacted] TO ALLOW US TO SEND IT BACK, REQUESTING A POSTAGE LABEL AND REFUND OF THE$237.92 DOLLARS.HE SAID THERE IS NOTHING WE CAN DO!!IF ONLY WE WOULD HAVE SENT IT BACK IMMEDIATELY, BUT THEY WERE STATING WE WOULD HAVE TO PAY RETURN POSTAGE, WHICH WOULD HAVE COST US ONLY $24 LESS THAN THE CHAIR COST! WE FEEL SO DISAPPOINTED AND LIKE [redacted] IN PARTICULAR DOES NOT HAVE US AS HIS CUSTOMER'S BEST INTEREST AT HEART. IT IS REALLY A CHALLENGE AND COSTLY BEGINNING A BUSINESS.THANK-YOU! GOD BLESS!!Desired Settlement: WE WOULD KINDLY REQUEST A REFUND IN FULL OF $237.92 AND A POSTAGE LABEL TO RETURN THE CHAIR, UNLESS THEY WANT US TO JUNK IT, BECAUSE WE CANNOT USE IT AS IT IS.

Business

Response:

The customer in question did receive a faulty unit however she requested a partial refund instead of a replacement. We had a Liability Waiver Form made and sent it to the customer stating she had accounted for all the damages and still wished to keep as is and that nothing more would be done regarding the chair. She signed it and agreed to accept the partial refund and nothing more. The customer then realized there were more issues but refused to accept that she approved and signed the form. We are not liable for any further damage she discovers as she had previously acknowledged that she had fully inspected the chair and would accept it as is. I have attached a copy of the form to this email as well. Please let me know if you need any more information.

Consumer

Response:

I am rejecting this response because: [redacted], we accepted the partial credit for the severe damages incurred in shipping. We had no idea the chair was defective!!! Which reputable company would expect a customer to keep and pay for a defective chair?! It has not been used!! Three of us tested the chair. Even a person weighing a 125# could not make the chair work!!! We all raised the chair to the high position multiple times only to have it immediately go to the low position. The air shock is defective!! Did the company realize they sent us a defective chair?! How could they expect us to keep it when the credit of 150 dollars was only for the damages in shipping?! THERE WAS NO MENTION THAT THE CHAIR WAS DEFECTIVE AND IT IS BRAND NEW, NEVER HAVING BEEN USED BY US!!! PLEASE BRANDON, WILL YOU BE KIND ENOUGH TO REIMBURSE US FOR THE 237 DOLLARS?! IT IS COSTLY TO BEGIN A BUSINESS AND SURELY YOU WANT TO SUPPORT US AND YOUR OTHER CUSTOMERS AS WELL. THANK-YOU! KINDLY, JOYCE REDGER

Review: Mehaz 5.5 Perfect Grip Hair Shears was ordered on May 10, 2015; the purchaser was my husband [redacted]. He received the shears around the 16th of May. The Shears were not what he wanted; it was too small and more importantly he did not used them. He opened the package and realized they were too small so on 18th of May, I called [redacted] (Salon Guys) and informed him that they were too small. [redacted] gave me request # (#[redacted]) and said once received, they will go ahead and issue the refund back to his account within 5-10 business days. Did not hear anything after a month, so called and requested the status of the refund. We were told at that time there was "black hair" on the shears and they could not process the return. That was totally not true, we returned the shears unused in its original packaging. We would appreciate your assistance in getting a credit to [redacted]'s [redacted] credit card account in the amount of the original purchase price of $44.42. I can be reached at this email addres: [redacted] or Home tel # [redacted]Desired Settlement: Refund the amount paid for the shears which was $44.42.

Business

Response:

Hello,We apologize for any inconvenience you are experiencing. We do show you had placed an order for shears through our website on May 10th and received the shears on May 15th. You had contacted us regarding your dissatisfaction with the item on May 18th. On our return policy. it clearly states that we do not accept returns for shears that have already been used. You were granted a return under the guise that the shears were never opened or used. We received the shears with open packaging and hairs on them indicating they were in fact used. Please see the attached photo. We again apologize for had we known this, we would have never issued a return authorization. We will continue to adhere to our company's policy and not accept the return or issue a refund. We have the shears available for you to pick up if you should choose to. If you have any questions, please contact us. Thank you.

Consumer

Response:

I am rejecting this response because: We never used the shears; I wish now that we had taken a picture. This is a lesson learned. If the shears are returned without shipping cost, we will accept this offer.

Business

Response:

Hello,We have the shears available for you to pick up. You can send us a shipping label via email or fax. If you have any questions, please contact us. Thank you.email: [redacted]fax: [redacted]

Consumer

Response:

I am rejecting this response because: We received the shears by mail and opened the package to look at them. They seemed to be too small for the intended purpose. We did not use them. We sent them back in the mail. We reject the Business response. [redacted]

Review: I ordered a Black Styling Chair for my Salon from this company in June 2015. The Chair is Defective, and hasn't worked properly from Day 1. I have made multiple phone calls, and sent multiple emails to [redacted]), in Customer Service, who initially advised that there was a known issue with the Base of the Chair. Two weeks later I received a New Base, and reassembled the Chair, which didn't correct the problems. The Chair isn't Level, which is critical in my profession. It actually tips forward if the customer leans foward, causing the base to come off of the ground. I have to hold the base down with my foot to keep the customer from tipping over. Also, it is very difficult to spin, and it shifts from side to side when turning it.

I immediately notified Salon Guys that the New part didn't resolve the issues. At this point, I offered to Return the Item, in its original packaging, in exchange for a Lessor Valued Chair, Icarus, Andrews Black Styling Chair, (with no money returned). My claim was then escalated to Upper Management in October 2015, whom hasn't contacted me. I have continued to send emails with pictures attached, and make phone calls to Salon Guys, and still no reply, or returned call.

I wouldn't recommend this Company to any one. When a product is Defective, it's the Company's responsibility to stand behind their product.Desired Settlement: I would like to Return the Defective Chair (Case #[redacted]), in Echange for the following Model of Chair: [redacted], Round Base, "U-Shape" Footrest.

Price: $149.99

Business

Response:

[redacted] has attempted helping with this issue multiple times. The customer has not sent the necessary photos of the underside of the chair so our specialist can diagnose the problem. We have already replaced the base on the chair at no cost once in August and we have been waiting for the photos since October. If the customer wishes to cooperate and send proper photos of the bracket we will be able to assist with this issue under their warranty. Have a wonderful day. Sincerely,SalonGuys

Consumer

Response:

I am rejecting this response because: I have forwarded multiple photos of the chair and base, including the attached photos, and have never received a Response. I was advised that there was a "known issue" with the Base; however, when replacing this part (with a New one), the defects were still present. It is also quite peculiar to me that this model of Styling Chair, is no longer available for purchase on the Salon Guys website. It seems that others have had the same complaints. How many times must a part be replaced on a Brand New piece of Equipment before the Item operates and functions correctly? Please advise if a Service Representative from your company can make arrangements to evaluate the mechanics of this item, or if the Item can be Returned in it's Original packaging. Thanks!

Consumer

Response:

I am rejecting this response because: These photos are bring resent.

Business

Response:

Hello,We thank you for the pictures. We have showed the photos to our technicians and they have informed us that you still have the original base attached to your chair. For your original order, you were sent the BS-12 Chrome Round Base. This base presented some issues for our clients which is why we sent you a BS-01 Chrome Round Base as a replacement. You then informed us that your BS-01 replacement base was still causing you issues so we again sent you a replacement. Please use either one of the replacement bases we sent you to correct your issue. If you are still experiencing problems after the base has been changed, please send photos of the chair with the BS-01 base. If you have any questions, please contact us. Thank you.

Review: Bought 6 salon stations from them 2 showed up damaged sent back they sent two more and one of those were damaged now they won't send me another keep giving me the run around I have caught the girl Maria in many liesDesired Settlement: I want a new non damaged salon station like I payed for

Business

Response:

To whom this may concern,

On March 18, 2014 [redacted] called in to report two damaged

station. The replacement was shipped out within 48hr, on March 20th.

Unfortunately, 1 of 2 replacements was damaged during

shipping. The buyer and Salon Guys have resolved this problem by agreeing to keep

the item at a discounted offer of -$60.00

to keep the item as is. The refund was issued on April 7, 2014.

Please contact us, if you have any further questions.

Sincerely,

Salon Guys