ComplaintsforSuperCuts by Moxie

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Supercuts has a monthly program for haircuts. I enjoyed the service for a few years before moving out of the area and asked to have the account stopped. They replied that the account would be suspended.They then started to charge my account and credit card again several months after their message that the account would be suspended. I gave no authorization for the account to stop being suspended.I found this out only 6 months later in noticing the charge. I tracked down an email from them that they were raising their fee by $1, which I can only assume was their way of resuming a charge that I had opted out of.I've sent them emails and there has been no response. I tried calling their phone numbers. It only has a loop recording telling you to use their website. The website is a black hole with error messages saying the message hasn't gone through.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing to express my concerns regarding the unfair business practices I experienced at the Supercuts location at ***********************************. On Friday, June 21, 2024, I encountered a situation where the staff turned away customers, including myself, well within the normal business hours.On the mentioned date, I checked the store hours for the Supercuts location, which indicated that they were open until 7 PM. I logged into the app and attempted to schedule an appointment for 6 PM, but the app showed that no reservations were being accepted. Despite this, I decided to visit the location in person and arrived around 6:25 PM.Upon my arrival, I was approached by an employee with a nose piercing (unfortunately, I did not get her name). She asked if I had a reservation, and I explained that the app was not accepting reservations. She informed me that they were no longer taking customers because she had already cleaned up. I pointed out that it was still within business hours, and I had attempted to make a reservation at 6 PM, arriving with more than 30 minutes to spare before closing time. Despite the store being empty, she advised that I could only make an appointment for another day.This experience made me feel undervalued as a customer. I was surprised that a business would turn away customers during their advertised operating hours. It appeared that the employee had deliberately disabled the reservation system to prevent appointments, then refused service because she had finished her cleanup early.I believe that a business should honor its posted hours and accommodate customers who seek service within those hours. I hope that by bringing this matter to your attention, steps can be taken to ensure that Supercuts upholds fair and consistent business practices.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am suffering mental health pain that is ongoing with my medical treatment due to being absolutely STUCK on a reoccurring payment that I simply CANNOT afford. Talking to my lawyer as to what actions I should be taking.I cancelled my account 5 times with the online form on different devices. Also tried doing it via email at the email provided on their website.No confirmation was delivered to me through email or phone.Where I live, there is legislation in my state that requires ease of cancelation and I am willing to take this to court if not resolved before 5/12 (my next bill date).I have attempted to cancel my account for 4 months now. I have emailed Supercuts by Moxie several times with the same automated response.All attempts at cancelation and communications have been documented and recorded thoroughly and will be presented as evidence if I am accused of not complying to the companies terms of agreement.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I joined the Supercuts Unlimited monthly subscription because i liked going there. After a few months i realized that I wasn't going often enough to make it worth it, so i tried to cancel. there is no way to cancel. I went to the store location in person, and they referred me to the website. Their website doesn't list any subscriptions, must less give you a way to cancel. I called their customer service number, and it is just a recording that hangs up after playing. I emailed them and they never responded or cancelled. finally, I called my bank to block payment. a few months later they started billing me again from a different payment processor than the one that was blocked. Never going back.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband signed up for Supercuts unlimited membership for both him and my son! However my son decided to let his hair grow out so he did not need the membership, my husband sent Supercuts an email on 3/19/23 (we have copy of email sent) however we found out from our stylist that my sons membership was never cancelled! We were charged $18.99 a month for a year and had no idea it was still active! Upon sending another email to request the 12 months of refund back to our account and show proof of email, Supercuts (moxie management) decided to cancel both my husband and my sons membership which we did not request my husband to be canceled. As he uses it each month, however, they never refunded the 12 months of $18.99 back to our account. I have sent five emails. Do this company and nobody is responding regardingp the refund however, I know they're receiving our messages because they canceled both memberships which was not our request, but refused to give us our money back. There is no customer service phone number or complaint department to talk to anyone. It is just a generic voicemail that tells you to contact them through email online which I have done over five times and nobody response, I get the same repetitive email back stating to go on the website and cancel our membership that has already been established but they are refusing to give us our money back. This is fraud. This has been a year worth of membership fees that we did not approve and we have the original email that was sent in March 2023 asking for the cancellation I sent that to them as proof as well

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Will not stop charging my account *********** 1 time .Used canceling form Called E mailed

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Summary: impossible to cancel membership, non-existant customer support, credit card auto-pay that cannot be canceled even by changing your credit card number! Detail: I signed up for supercuts unlimited in June of 2023. Since that time I have found that the number of clinics that participate in the program is not enough and I was still purchasing haircuts from non-participating clinics (I travel alot). So I decided that I wanted to cancel my membership. I e-mailed them more than once to cancel according to the instructions in their terms of service and got no response ******************************************************************** (two weeks now since first reaching out). Then I filled out a cancellation form that I found via ****** search ******************************************************. This also did not work, so I called my credit card company to have a new card number issued - and this is where it gets really crooked. After the new card number was issued, **** re-occuring payments forwarded the new credit card number to ******************** without my permission so that the payments could continue. I called the credit card company to stop this and they said they could not do anything, so I asked to block the vendor and they said this vendor was not eligible to be blocked. Now my only choice is to permanently cancel a credit card that I've had for 20years! This type of business is unethical and anti-customer. I want these payments to stop and I want this company to be forced to change their billing practices.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I subscribed to the Supercuts Unlimited program. According to their Terms of Use you have to subscribe for a minimum of 3 months, so I did that (Starting Oct 22-December). I went to cancel my account more on January 12 (more than the 7 day minimum that they ask for) and received a confirmation message saying "Thank you. Your membership will be canceled within accordance of our Terms and Conditions." Then I got charged again on January 22. I have a screenshot of all charges, and have the full email trail, obviously. I emailed the email address that they provide ****************************************** when the Jan ********************** a pending state on Jan 21 > they say that they respond to contacts within 3 days. I waited 3 days and received no response. I did some research and found that Supercuts is owned by the ***************** > I sent them an email on Jan 24 and have received no response.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The Supercuts Unlimited membership opens you to theft. They will make it unable to cancel the subscription. I joined around (dates are approximate because there has never been a single confirmation email from Moxiemg, the parent company. Cancellation form submissions online do not get responses). February 2023, cost of *****, for unlimited haircuts. At the time there was a stylist there that would cut my hair each time. I could set an appointment, come in at that time and after the cut she was doing at the time she would cut mine. The problem happened when she had to take sick leave. They would not honor appointment times, saying they were just check ins and I was at the back of the line like everyone else (if I wanted to wait a couple hours I would SCHEDULE somewhere else). And no guarantee of who would cut my hair, just the next person free. Like the one stylist who would spend the entire time talking about how important tips were etc. I wanted to cancel, which should be straight forward. They cant/wont cancel in store (where they signed me up in about 15 seconds). I even spoke with their manager who was completely useless. I went online and used their cancellation form. I received no confirmation page I could screenshot, no email confirming. then this week, october of 2023, I am checking transactions and see they are still billing me, after at least 6 more months. (my fault for not noticing sooner, not that it would have mattered). I have left messages at the billing statement phone number, as well as at the salon asking the manager call me back. I have now had my bank put a stop payment on their account, but they warned me some of these companies will change information and bill again bypassing the stop. at that point I will have to cancel my debit card. I'd like a cancellation (at a minimum) and would be happy if I got my *****x6 back.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  -This business makes it very difficult to unsubscribe from their service. There is an online form with no validation that the cancelation was received.-An average consumer would believe this business could be found at supercuts.com, but they create a separate website that is purposefully not linked on their primary website to deter visitors from canceling - After submitting the cancelation form, the user is send immediately to a screen where an errant click would chart the user $200 DOLLARS.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩