Sally Beauty

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Opinions

• Kylina John

  May, 21 2018
  ★ ☆ ☆ ☆ ☆
  If I could give no stars, I would. My experience today with this store and the company has been outrageous and horrifyingly baffling at best. I went in today and finally decided to buy 4 mini nail polishes I had been eyeing for the past few weeks that were advertised as 1.99, and when I went to check out they rang at 3.99. No big deal, right? They just need to override the price to honor the sale? Nope. The cashier, Mika, proceeded to call her manager on her own cell phone and when her manager didn't answer she told me there was nothing she could do. I made the point that this whole situation is very cut and dry and all she needed to do was the right thing by the customer and honor the sale that they had been advertising FOR THE PAST 4 WEEKS. She then proceeded to tell me that because the SKUs on the sale tag did not match the SKUs on the product that she couldn't do anything and I needed to look at it from her point of view. NO?? I AM the customer, I DO NOT need to look at it from "her point of view"! Am I, as a customer, now supposed to double check THEIR work to make sure that THEY have put their own product in the right location?! That the sale price matches the product directly in front of it?! Just, NO. When I made this point she then began to argue and talk over me and repeat that I just needed to look at it from her perspective. Angry and confused as to why this had even turned into the huge deal it now was, I told her to ring me up for the top coat I needed and I left.
  This is where it gets even better! I called customer service directly after, fully expecting them to rectify this seemingly simple problem. The agent I spoke with listened to me explain the situation, then she called the store and spoke with the cashier. When she got back to me she then told me THE EXACT SAME THING AS THE CASHIER. The SKUs don't match so it won't ring up at 1.99, but there was a 20% off coupon for me if I wanted to go back in. ARE YOU SERIOUS?! I would be paying double what they advertised (a full 100% more), and the best that anyone could do is a damn 20% off coupon?! When THEIR product was in the wrong place?? Not a single item that they had in front of that sign was actually 1.99 and NO ONE would do a single thing to make this situation right! At this point it wasn't even about the extra money they expected me to pay for their incompetence, it was about the way I was being treated. Everything they had to say was an excuse as to why they wouldn't just do the right thing and honor their false advertising.
  I am a manager of a retail establishment and I am baffled and at a loss as to how I was dealt with today. Mistakes happen, things get put in the wrong place, I get it, trust me, I do. But to basically tell a customer that I need to personally check the SKUs against the sale tag to ensure I get the right product is absolutely ridiculous. It should never have gotten to this point, they should have done the right thing and honored their advertised price, and for the customer service rep to do nothing to rectify it is just beyond me. I have been shopping at sallys for the past 2 years (and would have continued to shop there for years to come) and have spent hundreds of dollars at this location alone, but they have just lost a dedicated customer over $8. I'll find my supplies elsewhere.

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