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Sally Beauty Supplies San Marcos Texas 78666 Complaint - Absurd Policy

Review by AaronM on 2010-10-24
SAN MARCOS, TEXAS -- I would highly recommend boycotting San Marcos Texas Sally Beauty Supplies.

Today, my 8 year old son who has autism was in the store with me. He was crossing his legs saying that he had to go to the bathroom. The clerks stated that the bathroom was not for customer usage...it was their policy. I made the comment..."he is an 8 year old boy." The clerk then replied if it was her she would make sure that her son went to the bathroom before he came into the store.

I will never go back there again!
Comments:53 Replies - Latest reply on 2010-10-26
Posted by Anonymous on 2010-10-24:
Out of curiousity, how did your son end up getting some relief?
Posted by Anonymous on 2010-10-24:
Many businesses do not have public restrooms. It would have been nice for them to make an exception for you and your son, but they chose not to. The clerk could have and should have kept her comment to herself as it was unnecessary and not conducive to good customer relations.
Posted by drugdoc121 on 2010-10-24:
I feel for you. Little ones can be unpredictable and their bladders, even worse. I know that even if they use the bathroom before going out, doesn't mean they won't have to use it again 15 mins later. I am sorry you met with such an unsympathetic employee. Policies are there for a reason but an exception surely could have made for an emergency, especially when a little one is involved. I would let the manager know. Shame on them!
Posted by shayen on 2010-10-24:
I worked in a small speciality retail store once and we encountered the same issue with customers. We had a small restroom in the back stockroom, for employee use only. The stockroom was full of merchandise and we kept our purses and other personal items on a shelf in the restroom. We could NOT let customers in the back. We could not leave the sales floor to stand in the back to "supervise" and clearing out the bathroom of personal items was unreasonable. The customer could have found a publilc restroom by then. We heard every excuse: I'm od, I'm pregnant, I'm sick, I'm a child, I'm special, et etc. "Well, I'm sorry. We don't have a public restroom but there is a restaurant right next door". We finally put a sign on the front window and on the door leading to the stockroom. The bottom line for us, and for Sallys, I'm betting, is that no, customers cannot be let free in the stockroom and no, the sales person cannot leave the floor.
Posted by getoverit on 2010-10-24:
Interesting story, shayen, but the OP doesn't seem to have any reason to believe that there was merchandise or personal property to be concerned about in this case. I suspect that, if some explanation had been given, other than "policy", the OP might feel differently.

Instead of earning a little customer loyalty, these people alienated one.

Posted by spiderman2 on 2010-10-24:
getoverit -- would you feel better if the clerk said "Its policy and I don't want to lose my job for breaking the rules."
Posted by Anonymous on 2010-10-24:
I'm with shayen on this. I worked for a place without a public restroom. When someone asked to use our facilities, we always told them we did not have one for the public, but XYZ and ABC both did. And if it was an emergency involving a child, of course we allowed, but we made sure they knew they were getting *special* treatment.
Posted by Ben There on 2010-10-24:
I served on a the jury for an aggravated robbery case where the accused had scoped out the stockroom on a previous visit by asking to use the bathroom. He saw exactly where the safe and valuables were kept in the back. He came back the next week and robbed the place at gunpoint.

While I believe the OPs son really had to use the bathroom, I can appreciate why a store would refuse.
Posted by Anonymous on 2010-10-24:
I think anyone with a child who had to use the restroom badly would understand were the OP is coming from. They should of let the kid use the bathroom thats just not nice.
Posted by FlShopper on 2010-10-24:
I worked in a store that did not provide restroom facilities to the public. I brought in an article from the paper which stated that (at least in my state) businesses were not allowed to prohibit customers from using the bathroom. But they were within their rights to walk with them and wait outside the door. My boss told me to make sure I never advertised that fact if anyone asked me, and that I should continue to refuse anyone who asked.
Posted by Anonymous on 2010-10-24:
Wally, why does it make a difference if it's a child?
Posted by Anonymous on 2010-10-24:
they got some laws on the books were it is against the law for a business to refuse to let someone use the bathroom.
Posted by Anonymous on 2010-10-24:
Where? In Texas? The U.S.?
Posted by Anonymous on 2010-10-24:
Hot, it doesn't anyone should be freely able to use the restroom I was just using that as an example.
Posted by Anonymous on 2010-10-24:
Wally, will you let me use your restroom?
Posted by Anonymous on 2010-10-24:
Once again, all too many threads boil down to common sense. You cannot fault the store for following the policy to a T, but rules are indeed meant to be broken on certain occasions.
Posted by Anonymous on 2010-10-24:
Hot, even I don't like using my restroom. But sure don't forget to put the seat down.
Posted by Venice09 on 2010-10-24:
I raised two kids so I've been in this situation. If there was no public restroom, I immediately found one even if it meant my shopping was interrupted. I didn't ask for or expect special treatment if a bathroom was for employees only.
Posted by shayen on 2010-10-25:
Found this:

http://www.chron.com/disp/story.mpl/metropolitan/4984060.html

• Exceptions: Stores with fewer than three employees on duty don't have to comply. Access also is not required if the bathroom is located in an area that would pose a safety risk to the customer or security risk to the establishment.
Posted by Ytropious on 2010-10-25:
I too worked in a shop without a public restroom. Our customer base was mainly the elderly and we ALWAYS had some old person with a bladder problem ask to use the bathroom. The closest bathroom for the public was a few shops down in a restaurant. My manager was old herself and a softy. She would on special occasions let someone use our bathroom, but only if there were 2 employees on duty so one could watch the person enter and exit the back room bathroom. Personally I think the OP should have just taken her kid to the next store. It's not their right to use a non public bathroom. Autistic 8 year old or not.
Posted by Anonymous on 2010-10-25:
Many businesses post signs that say no public restroom. Many of those same businesses will make exceptions, especially for children. The problem as I read it, was the rude response given to the OP. If they absolutely couldn't because of security concerns or someone wasn't available to go with the OP, then they should have said so, and pointed her to the nearest public restroom.

For those that say Autism isn't relevant...your ignorance is showing. If you know anything at all about Autism, you would understand why the OP included that, and that it very much was relevant to the situation.
Posted by Anonymous on 2010-10-25:
I respectfully disagree just_cause. I am quite familiar with autism. But because the OP's child has it, doesn't change the fact that the policy clearly states that the restrooms are for customers only. It is the same as the person complaining in the other thread about Wendy's not accepting a coupon, when all along their elderly mother or grandmother was sitting in the car. The only significance of telling us those details is to subconsciously ask for our pity and understanding in the situation. I'm not saying it's right, but it is their policy, whether the child suffered from autism, cerebral palsy, cystic fibrosis, or anything else that is heartfelt. I don't appreciate people using things like that as an excuse or an attempt to gain my support. It demeans and detracts from those parents that also have children with similar afflictions, but refuse to use any type of excuses.
Posted by Anonymous on 2010-10-25:
"The only significance of telling us those details is to subconsciously ask for our pity and understanding in the situation." - Further supports my earlier comment about understanding Autism and speaking out of ignorance.
Posted by Anonymous on 2010-10-25:
Just_Cause: We could argue that point til' the cows come home. So we'll just leave it as a difference of opinion. The store has a policy that states NO PUBLIC RESTROOMS or FOR CUSTOMERS ONLY. Nothing in fine print or parentheses that states (except for autistic children).
Posted by Ytropious on 2010-10-25:
My comment was similar to yours Bud. It shouldn't matter if the child was 8 or 28, autistic, or any other problem or age. They don't have to make an exception and they didn't. So I do sort of agree with your statement quoted by JC, a lot of people use age or disabilities to garner sympathy. Like that one review a while back where the woman mentioned being disabled, even though it had nothing to do with her complaint about cable or satellite. In this case I don't know what being autistic has to do with needing to pee, but I'm sure it was some sort of playing factor. I could see if the kid had a bladder infection or one of those chronic illnesses that make you have to go every 5 seconds. I mean can someone fill me in, does being autistic mean you need to pee a lot and it can't be held for a few minutes? I'm being serious here, not rude. I mean there's an entire spectrum of autism that ranges from being almost totally uncontrollable to basically normal and hard to tell. We have no idea which one the OP's child is.
Posted by trmn8r on 2010-10-25:
I am not big on exceptions. It is a frequent request in consumer complaints. Honestly, I can't remember the last time I asked for an exception to a policy. It is one thing to ask, but I would never expect one myself.
Posted by Anonymous on 2010-10-25:
"In this case I don't know what being autistic has to do with needing to pee,"

Why comment on things admittedly you know nothing about.

Good grief do we think so poorly of each other that we can't even help out a distressed mother in need by letting her child use the bathroom. Has it really come to this. Heartless, heartless people.
Posted by spiderman2 on 2010-10-25:
From the perspective of someone who has Crohn's disease (which requires lot of bathroom usage) AND the parent of an autistic child AND owns a small business -- I have never asked to use a bathroom in a place that didn't have a public restroom. When I get that "feeling" I find a restroom that is available to me. I think I know the location of every public restroom in my tricounty area! My autistic child uses the bathroom like everyone else. It may at times be difficult to get him to leave a store to attend to his needs, but this typically only happens if it somewhere he really wants to be and has gotten better as he gets older. My other child waits until he is going to burst to mention that he has to go so he is actually more a of problem with these things. We do not have public restroom at our business. First, it is located in the breakroom area (nothing like listening to someone pee or worse when you are eating your lunch!) and there is stock overflow back there. Secondly, last time we broke our rule, a seemingly very nice old lady pooped all over the toliet and the floors and made no attempt to clean it up even though all the cleaning stuff was right there.
That being said, I do agree that the clerk should have kept her comments to herself.
Posted by Anonymous on 2010-10-25:
DancingDan: I do not run the store. If it were mine to operate, I would let the general public use the restroom. Calling our compassion into question is out of line. We are merely supporting why the OP was refused service. The owner of that store has that right.
Posted by Anonymous on 2010-10-25:
trmn8r + 10
Posted by getoverit on 2010-10-25:
Policy is fine but put me down with those who think an autistic child is good reason for making an exception.

I wonder what upper management at Sally Beauty Supply would really have to say on this particular situation.
Posted by Ytropious on 2010-10-25:
Thanks for completely choosing to ignore the rest of my comment for your own points Dan. I was asking a QUESTION. One that you chose not to answer, and instead tread upon my comment needlessly. So if my comment was needless, doesn't that make yours needless as well? Thanks spider, for actually ANSWERING my question. Your child pees like everyone else.
Posted by Anonymous on 2010-10-25:
You're right Ytrop. It was slimy of me to quote you out of context. I do apologize.
Posted by Venice09 on 2010-10-25:
Spiderman, I think you are the most qualified one to address this issue, and I agree with you. A non-autistic child could have a physical condition that requires frequent bathroom use, but that doesn't mean an exception should be made. It just means that the parent should be fully aware and prepared at all times even if it means leaving the store and finding the nearest public restroom. I think part of the problem is that sometimes parents don't want to stop what they're doing (shopping) to see to the child's needs. In this case, the clerk was wrong to comment, and yes it would have been nice if an exception was made, but I cannot fault the business for adhering to policy.
Posted by GenuineNerd on 2010-10-25:
I know that many gas stations and convenience stores, mainly in inner city areas, inner ring suburbs, or lower-income rural areas, do not have public restrooms either...even for the paying customers. Once I walked into what I thought was a gas station restroom (it was a former auto-repair type gas station that was converted to a convenience store)...and found that the toilet, urinal, and sink were removed, and the room used to warehouse beer and pop. An employee mistakenly left the door unlocked. I then found out that both restrooms were removed from this location, and that employees used the restroom at a Taco Bell next door. Other c-stores and gas stations that don't have public restrooms do have an employees-only restroom, but occasionally let paying customers use it. In such restrooms, I have seen merchandise stacked alongside the toilet and sink. Still, if you are traveling and need to use a restroom, it is a problem if a convenience store or gas station does not have public facilities...although most such businesses DO have public facilities, and most customers do expect gas stations and convenience stores to offer them to their paying customers, if not the public. Maybe, to some gas station or convenience store owners, having a public facility is a liability or an insurance or theft issue.
Posted by Anonymous on 2010-10-25:
Genuine, many people abuse those facilities by doing drugs or having quick encounters in them.
Posted by Ytropious on 2010-10-25:
Very true ript. I remember watching an episode of True Life where they showed someone shooting drugs in a gas station bathroom. The reason exceptions can't be made, even if you really really want to, is liability reasons. The areas may not be up to code (as said by some of you, merch is stacked in the bathroom)for public use. If you slip or otherwise hurt yourself that charitable act has now cost the company thousands if not millions. It's not a risk worth taking to most companies and I for one can't blame them.
Posted by GenuineNerd on 2010-10-26:
ript2010 (10/25/2010)
Rate comment >

Genuine, many people abuse those facilities by doing drugs or having quick encounters in them.

I agree. Once I witnessed sexual activity going on in the men's room at a Wendy's...the door was locked, but I could hear the moans and groans, as well as both a male and female voice. Turned out, both were employees, as I saw them exit the rest room in uniform.
Posted by PepperElf on 2010-10-26:
well i hope they washed their hands after having sex in the bathroom!

wouldn't want that kinda stuff in the burgers
Posted by Anonymous on 2010-10-26:
Years ago when I was in high school I worked at Dunkin' Donuts where we had no public bathroom. I was in the store all by myself when someone came in with a small child (about 5) and BEGGED me to let the girl use the bathroom. I allowed it. Well of course the owner pulled up when the kid was back there and saw her exiting and she slipped in the wet kitchen and fell (no injuries thank God). I got chewed out soooooo bad. I didn't get fired but I thought I would. It just isn't worth it to the employee to break the rules when they have ZERO authority to do so. I lost trust for a while for doing that.
Posted by jktshff1 on 2010-10-26:
taping fingers.....I agree and disagree....common sense no longer prevails.
Posted by jktshff1 on 2010-10-26:
incred, to my knowledge, any store that serves food must have a public restroom. May be wrong, but ya gotta wash your hands before ya eat.
'Course I ain't a lawyer, but would believe that that buckets got holes in it.
Posted by Anonymous on 2010-10-26:
Not sure what's up with the bucket. Anyway, this was 30 years ago so I am not sure what the law was at that time but the owner used to get a lot of complaints and he would always tell the customer that he did not need to h ave one open to the publi because he seated less than ____ people. Don't remember what the number was.
Posted by jktshff1 on 2010-10-26:
Bucket....holes....leaks...comment would not hold water:) did that help? I keep forgetting we got other than Southern here.
Posted by Anonymous on 2010-10-26:
As in I just made that up?
Posted by Anonymous on 2010-10-26:
http://www.yelp.com/biz/dunkin-donuts-new-york-58

10th post down by Roderick A. Here is another one - here in 2009. No bathroom. Still.
Posted by Anonymous on 2010-10-26:
http://www.yelp.com/biz/dunkin-donuts-cranston-3

Here is another one. First post by Eric G. Again, no bathroom. 2007.
Posted by Anonymous on 2010-10-26:
I don't think jkt meant that at all incrediblee. He's too much of a honey.
Posted by jktshff1 on 2010-10-26:
Naw, been using that for years when something or a statement don't hold water.
Posted by jktshff1 on 2010-10-26:
I meant no offense incread, just a statement.
Posted by Anonymous on 2010-10-26:
jkt, you sure have a way with the ladies, lol!
Posted by jktshff1 on 2010-10-26:
whoa........having a rough night? Nothing insulting or wrong with my comments and none meant. This has nothing to do with 30 yrs ago. I think you are reading more into the comment than what it is and none was directed at you.
Posted by jktshff1 on 2010-10-26:
And it keeps me in trouble.

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