Complaint Category: Improper or inferior service
Complaint: My Sister & I had our hair butchered and then we were verbally abused by the stylist at BellaDonna when we complained.
My Sister & I came into BellaDonna to have our hair cut, colored, and Styled. We both provided a detailed picture of the style we wanted. We had long hair and the styles we were asking for were shorter than we had but we stressed from the beginning that we did not want our length to go above our shoulders, as we both had very long hair. The stylist assured he had done the styles we provided many times and it would not be a problem. He began cutting our hair from the back and we could not see the amount of length he was cutting off. Again I want to stress to you that we both repeatedly told him we did NOT want our hair to be above our shoulders! Once we were turned around to face the mirror, we were both in tears! This man had cut approximately 5-6 in of my hair,the longest length is at my ear lobes (not shoulders where it was suppose to be). My sisters hair is level with her chin (not 1-2 inch below her shoulders like it was suppose to be). When we exclaimed our outraged he told us he that was the best he could do and he couldnt put out hair back on so we would just have to wait and let it grow out. He did not even blow dry our hair we left with soaking wet hair because he had over booked himself and didnt have time to finish our hair.
Then he proceeded to charge us $365. My husband had purchased me a gift card worth $200 to Bella Donna (hence the reason we decided to try it for the first time). At the cash register I explained in detail the situation, even showed the attendant the pictures we had provided and explained the stylist said that it would be no problem he's exact words for both of us was "you have the perfect hair for this style". The attendant took it on her self to take the 200$ gift card (which they store in their computer) and credit the stylist) even after us both clearly stating he did not only provide the service they are asking us to pay for but also the fact that he cut our hair so short there is no possible way we can get it corrected for several, several months till it grows out passed our ears!
At this point I refused to pay the remainder $165 and also wanted a refund of the $200 gift card because we will NEVER use this salon again! My husband came up tothe salon at this time because he is the one that originally purchased the $200 gift card. The attendant had us wait in a closed office, then the stylist came in. He proceeded to call me and my sister a liar. Saying we were extremely happy with our cuts, how he figured I dont understand because my sister litterally got up out of his chair with tears pouring down her face. He then said to my husband exact words "I dont give a care what the problem is I will not refund you the $200 from the gift card and if you do not pay the other $165 I will file charges on you for theft of services" My husband then told him that there was no theft of services because no service was done, only thing that was done was harm.
At this point the stylist stormed out and we went back to the front office again demanding our $200 refund back for the gift certificate that they put on these hair cuts. The attendent refused and also refused let us speak with or give us any contact information to the owner. So basically my husband paid $200 to DonnaBella Salon & Spa and in return mine and my sisters hair was completely butchered to the point it will be months before we can even go anywhere else and have it fixed due the excess length he cut.
Business' Initial Response
Owners response, receptionist response, and stylists response:
On Tuesday March 15,2010, I received a phone call about 4:45 while I was at my child's track meet about a problem at the spa and that there was an unhappy customer that had just left. I had tried to answer my cell phone several times but could not hear due to all the noise at the track meet.
Once I could hear, Spa Coordinator, proceeded to tell me that the consumer and her sister had come for their appointments. When the consumer got to the front to check out she seemed shocked that she still owed $129.00. This was a payment to Stylist he is an independent contractor. He only leases space from Belladonna Day Spa. Spa Coordinator said that when she told the consumer the balance she starting saying this was not what she wanted and she wasn't paying for it. In regards to the consumerâ€™s statement all of our hair stylists face the mirror when they cut hair and they were not done at the same time.
This is after she had already had appointments for her and her sister to have spa treatments and they canceled at the last minute. Not once but twice this happened. This tied up all of our technicians and loss of a day's wages for technicians as well as for the spa. She called later and asked if she could use the gift certificate for hair services and not for spa services. We explained to her that this was a policy that we do not use gift certificates for the hair salon. She became very upset saying that she wanted her hair done. We once again were trying to make our guest happy and made an exception.
After talking to the Spa Coordinator and Stylist the day of the incident, it was very apparent that the consumerâ€™s husband was very upset and volatile. I decide that it would be best if I waited to call him first thing the next morning, as I did. I left him a message and he called me right back. Unlike the day before the consumerâ€™s husband was nice and calm. He said he had time to calm down but that his wife and sister-in-law were not happy with their hair and he wanted me to know that what they received was not what his wife had asked for. He apologized for getting so upset the day before. I explained that we had made an exception for his wife to use the gift certificate for the hair since they weren't apart of the spa. He never asked for his money back and I told him that the balance that his wife owed was between her and Stylist. I told him that we always strive to please our guests and that we have never had anything like this happen before. I did explain that we had made several acceptations for his wife throughout this process. I told the consumerâ€™s husband that since she had chose to use that gift certificate for hair and not spa services that that money was already given to Stylist. Again, he never asked me to refund his money. Please let me know if you have any other questions regarding this incident. It is our goal to exceed expectations of our guests every time they come in. I appreciate you taking the time to thoroughly review this accusation.
Receptionist at Belladonna Day Spa:
The consumer came up to the register to pay for the hair services that herself and her sister had received from Stylist. Her husband had bought her gift card months prior to this visit which stated on it that you could only use for spa services, not salon. After booking several appointments with us, and canceling either the day of or not showing up at all, trying to accommodate her needs we told her on the phone that we would allow her to use the gift card for her hair cut. The day before her hair appointment, she called to tell us that her sister also wanted her hair done, and the front desk girl told her that the only person with time was Stylist and it was only for 1 hour after her service, which was not enough time for color. Her response was that it would be alright, whatever he had time for would be okay. I was given the total of both of the ladies hair services, which included a haircut, a partial highlight and an all over color. She told me that they were both together, and I reminded her that she could only use her gift card for herself as the back of the certificate stated. She then became agitated with me saying if she had know that then she wouldn't of gotten their hair done. I told her I could call the owner to see if she could approve for her to use it for them both because I was not allowed to make decisions like that. I called the owner and she allowed me to use the gift card for them both. After redeeming the $200 she still owed Stylist $129 more. She began to get mad and started to tell me that she hated her hair, it was not what she had wanted, and that he didn't even style it for her. I asked her if she asked him to style it and she said that he told them before their appointment that he wasn't going to have time, and they said it was alright. Then she pulled her phone out and showed me pictures that she had saved of what she wanted her hair to look like. It was a Jessica Simpson style and one that was off the internet. She then critiqued everything that was different between her hair and her pictures. Stating that she knew Stylist was not a magician" she wanted it to look like that. She then began to tell me that she didn't bring enough money with her because she didn't think it would be more than $200. She stepped outside to call her husband and when she returned she told me that she would not be paying for the rest because she was not satisfied with her hair. She kept looking in the mirror next to our desk telling me to look at "how poofy it was" and that it was too short, and the color wasn't right. I explained to her that if he had time to style it of if she could style it on her own it wouldn't be poofy. She said well you have ways to get a hold of me so you can have your owner call me but that she was not paying for the remaining balance. About 10 minutes later her husband called up to the salon saying that he was on his way and would like to talk to someone about getting their money back. I told him that our owner was not in the salon today because her son had a track meet, but I told him that he could talk to Stylist when he wasn't with a client because it was his money that he would be losing. When he got up to the spa, he began to complain to me that his wife didn't want this and he didn't want to spend the money if she wasn't happy with it. The lady began to cry, even though I didn't see any tears. She told me that her sister was in the car balling because she hated her hair. About a minute later the sister came in and when Stylist had a free moment he talked to the husband and sister. I heard Stylist ask the girl if she had told him that she liked it and she admitted that he did tell him that she liked her hair, but said later she didn't. The husband was demanding the money back and wanting him to fix her hair. He told the man that the hair would grow back, that he couldn't make it long since the lady was complaining that it was too short. Then the man went on to degrade Stylist saying he should find a new profession because he was horrible at doing hair", after 4 or 5 times of saying that Stylist told him that there was nothing he could do. The man then stood up at the front desk asking me to get a hold of our owner. I explained to him that she was at a track meet and she wasn't answering because it was hard to hear the phone. After being up here for about 45 minutes the couple then left and I told them I would have the owner call them.
Our Spa Coordinator came into the Hair dept. of the spa and told me that she had booked a client and her sister. The client didn't know what exactly what her sister needed, the coordinator said she told the client I only had so much time and I would do as much as possible for her sister. As it turned out I could do every service they both needed except blow dry either of their hair, the sister said "no problem I can do that at home". I cut the clients hair according to a picture that she brought with her, but she wanted the back at a more severe "stack" in order to do that, I need to cut her hair shorter that the picture showed. She even had me recut her hair after I had cut it once. I also did a foil highlight on the client. When I was finished the client said "I love it". I did a part of a foil and some color on the sister she "loved the color" I then cut the sister's hair according to the same picture brought in. After I cut her hair, the client, her big sister, told me that the hair cut wasn't "funky" enough she wanted me to recut it and "shatter" the ends more "she needs to look more like a "rocker" I did as I was requested to, and in doing as I was asked, the cut didn't look as close to the picture, I did as a client requested. After the cuts and color while they were still in the hair dept. the client, started asking about putting some Pink strands in her hair, I asked one of the other stylist in the salon if we had anything to make pink strands, the stylist said ''no we didn't" Both the client and her sister said they loved their hair when they left the Hair Dept.
There never was a conversation about price, it didn't seem to be a problem with the client, I knew she had a Gift Certificate because there was some misunderstanding at the front desk about using a Spa Gift Certificate for services in the hair dept. It was the spa's policy that gift certificates could only be used for Spa services not hair services. The spa said that she could use the certificate for hair services.
Later I learned that she got to the front desk and the cost of the services was more that the price of the certificate. That's when the client started saying that their hair was horrible and they weren't going to pay for the services. The front desk kept the certificate and they left owing me around $124.00. I marked that up as a lose and forgot about it because I knew there was no way to collect. About 15 minutes, her husband and her sister came back into the spa demanding to see the owner, the owner wasn't there so he wanted to see me. I was doing another client at the time so he had to wait about 15 more minutes for me to come to the front. We went into the office, I could tell we didn't need to discuss this in the lobby, by his attitude.
The first words was "how long have you been doing hair because you are terrible" I replied "51 years" he said 'well you better get into another line of work because you are terrible'. he showed me the picture and wanted to know if they said this was what they wanted? I said yes, he said" well it doesn't he wouldn't give me time to explain. He said they hated their, I asked the little sister to be "honest, didn't she tell me she loved her hair" He told me to stop harassing his little sister-in-law.! never got an answer from her. I tried to explain that his wife had told me how to cut both of their hair and that was the reason they don't look like the picture. He said "no she never told you that". I asked him. if he just called me a lair, he said ''yes I did." My replay was ''then this conversation is over and left the office."
As an after thought, I wondered, if she hated her hair so much, why did she hang around the hair dept. discussing Pink strips in her hair.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.