SamsBeauty Warehouse — Local services in Leyden Township

LETTER TO MY BANK I purchased merchandise and hair weave from this beauty warehouse all the time. I’ve never had to return anything. This particular time is a different because the hair I purchased is defective. The hair I purchased should be a wavy hair pattern however when I installed the hair it didn’t have the body wave hair texture as advertised. I washed the hair, which is standard hoping that would bring out the natural wavy hair texture. I didn’t even straighten or blow dry the hair and it still didn’t retain a wavy texture. The package says the hair can be dyed and manipulated like natural hair can. So that means a simple shampoo wouldn’t change the texture of the hair. After installing the hair not only is the hair not wavy as advertised, it’s shedding everything I brush the hair. I went back to the beauty warehouse and spoke to a manager showing him the defects of the hair I described in my head in real time and he agreed the hair doesn’t have a wavy hair pattern. I asked him how can we fix this situation. I am a loyal customer, I never have had an issue but this particular brand of hair is defective and I spent over 200 dollars on this hair. He explained that they can’t guarantee the product won’t be defective, and that they can only guarantee the quality for the hair that they manufacture and produce. I explained that Walmart doesn’t manufacture phone chargers but if I purchased a defective phone charger I’d be able to return it. While I understand that as explained, it isn’t advertised in the store or on the receipt and he can visibly see the hair is defective. I can provide video and photos to support the hair is defective. There should be video of my visit to the store speaking to this particular manager and the store can provide video proof that I attempted to resolve the issue. I asked for a store credit at the lease a partial credit to shop at the store again, I didn’t need a refund except the store wasn’t willing to compromise with visibly defective hair. This product is defective at my expense, I am unable to use the hair with its intended look or texture and with the excessive shedding it’s unsustainable and it won’t last for 6 to 8 weeks as usual. This hair is defective at my expense and the store was unwilling to accommodate the defects that I presented. Please advise if you need more information. I had this conversation and it’s should be recording of me and the store and the manager I spoke to. The store should be able to provide that footage or the name at least of the manager. I can return to the store the try to get the name of this person. I was in the back of the store at the hair bundle counter between 6:30-7pm Friday September 27, 2024. Please contact me for more information or photos. With time stamps of the defective hair in my head with no wave pattern as advertised; wavy hair is more expensive than straight hair and I didn’t buy straight hair and this hair is straight and shedding. The manager agreed with but wasn’t willing to provide a store credit so I had to take action through my bank as I explained to him because this hair is defective at my expense with no warning from the merchant that this is possible. As my bank I would like to thank you for the temporary credit and investigating this issue. I should’ve at best received a store credit from the merchant considering they were able to visibly see the hair defects. Best...

I visited the Sams Beauty warehouse located in Melrose Park Illinois on Saturday 09/09/2023. I wanted to install some hair extensions and I was encouraged to purchase Human Virgin hair Bundles by Starlet. However when I approached the service desk in the back of the store, I was told the Green Pack Bundles was a better grade (13A) so I purchased this instead for $187 dollars. The next day I had the hair professionally installed. Two days later, I noticed major shedding/thinning. I’m a Registered Nurse which requires me to pass medication, serve food to high risk patients and work alongside other healthcare professionals. Throughout my shift I noticed hair everywhere on the unit. At the nurses station, medication room and Patients room. I was so embarrassed. I had to literally tuck the hair underneath my jacket to prevent hair from flying everywhere. I could not wait to end my shift. The next morning, I shampooed the hair thinking maybe this would help but It didn’t.. After the hair was completely air dried, it was even more flat and stringy. With no volume whatsoever. I instantly removed the hair to have it returned to the store. I was eventually met with more disappointment after talking to the morning manager. Unfortunately, he could only offer me a 20% discount which amounted to $36 but only if I purchased 3 more bundles of hair. Let me remind you, I had already spent $187 for the hair and $180 to have it installed. And now I needed to spend an additional $150 to replace the bad batch of hair I received. My argument was that I should receive an exchange of equal value but this fell on deaf ears. Why would I exchange hair I paid $187 for a $36 discount towards more hair. I felt the insult. I was furious almost in tears. I’m almost convinced the so called hair I purchased is not even real human virgin hair. It feels more closer to animal hair or fiber hairs than human hair. If you notice in the picture you can see specs of gray/reddish strings mixed with black strings. I spent almost $400 for a specific hair style which failed only due to the low quality hair I purchased at a very high price. As a Black woman this whole experience was an eye opener for me. Stop patronizing and spending my hard earned money with store owners who does not value me or appreciate my business. And focus more on my natural hair. This manager could not relate to me nor did he care how I, the customer was feeling inside. I felt ripped off with a bruised pride. How fair is it that they get to walk away no repercussions for selling bad hair and I have nothing. So ladies...

My wife and I regularly travel from Wisconsin and spend no less than $300 every time we visit—usually twice a month. We’ve always chosen your store because of the selection and convenience, but after our recent experience, I’m heartbroken to say that will likely change.

A minor issue involving a $19.99 exchange not even a return—was blown completely out of proportion. The situation quickly escalated, not because of the actual problem, but because of the tone and attitude set by the sales associate. Instead of helping clarify things, they created confusion and made the situation worse. When I tried to de-escalate, things only became more frustrating, and even a security guard became involved. I’ve never been treated with such suspicion and disrespect over something so small.

I'm 57 years old. I’ve lived long enough to know when something’s just not right and this wasn’t. I felt talked down to and dismissed, like I was a problem rather than a valued customer. I even told my wife I’d bring her again if she wanted, but I wouldn’t go back inside myself. Her response broke my heart further she said, “Yeah, they’ve treated me like that too. It’s to be expected. Just ignore it and don’t let it ruin your day.”

That shouldn't be the expectation. It shouldn’t be “normal” to be treated with rudeness or suspicion, especially as loyal paying customers. We’re not trying to steal or take advantage manners and basic customer service should not be optional. They make all the difference.

I strongly urge you to provide additional training for your sales associates, managers, and even security staff. Respectful communication and professionalism go a long way. Your security guard is usually polite, but even he seemed caught up in the tone set by others that day.

We all deserve to be treated with dignity, regardless of the size of a transaction. Please take this seriously not just for us, but for every customer who walks through your doors.

The exchange was done but I felt belittled during the process!

Sincerely, [A Concerned and Formerly...