Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, I had submitted a dispute against the business back in August 29 of 2022. *** had complained due to receiving a terrible trim as well as a terrible single process. I disputed it with my credit card company and throughout the entire process the merchant failed to respond.I had submitted proof of conversations that were taken place via Instagram I had also written paragraphs as well to my credit card company, Ive called with additional information I had explained in lengthy detail that I went there for the first time expecting to get great services due to the reviews on ******* Im new to the city so I was trying to find a good hair salon and with that being said I went I got a terrible trim my color was not fully colored. I did reach out to the merchant and she told me she can have me come in within seven days of my services to get it fixed. But at the time I was traveling out of town and back to ******** where I am from I couldnt come in within a week Im a physician as well and I cant just take days off and go get my hair fixed when it shouldve been done correct the first time. I had explained to my credit card company that I suffer from a medical issue called alopecia Im not sure if you are familiar with it but is it when your hair doesn't have the health follicles to grow in certain areas so I had a decent amount of hair where I felt safe enough to get it trimmed and colored and for it to be botched and I had to spend the same exact amount ($140.00) to get it fixed somewhere else because I did not trust the salon nor did I want the same girl who messed it up to fix what was already done. It is November 10, 2022 merchant has not responded to my credit card company and Im just floored by their actions.

  Business Response

  Date: 11/29/2022

   

  To provide some context, the client reached out to us via Instagram August 22^nd to make an appointment to receive a full color. We are closed on Mondays, but the owner has access to the Instagram account so she responded promptly to assist her. She ended up coming in August 27^th and she was placed with one of our master stylists for her services. She was originally quoted $144 on Instagram since normally our full color pricing is $99 and the haircut is $45, however, when she came in she was charged $75 for the color and $45 for the haircut since the stylist determined her hair would need less color product than normal and we did not want to overcharge her. Her bill, as pictured, was $120 and she left her stylist a $20 tip. The stylist always confirms with clients at the end of the service if theyre happy to avoid this type of situation, and she confirmed she was.

   

  We have a 7 day re-do policy in our website (https://hairculture.org/our-policies/) and at the front desk that alerts clients that we do not issue refunds, and that they have 7 days to come back should there be anything they dont love. This client did inform us on August 29^th that she did not love her haircut, but she loved her color. It was a Monday again, so the owner responded we would reach out Tuesday. On Tuesday August 30^th at 1:41pm, we reached out and offered her to come back to get it fixed and provided her with some times, she responded to inform us that she was working all day Friday and she was leaving out of town that weekend & she would reach back to us with her schedule. We completely understood and just informed her of our re-do policy and proceeded to offer her more availability on Wednesday and Thursday since, as she mentioned, she wasnt available Friday. She replied a day after saying that its fine and when ********** her hair the choppiness isnt so noticeable.

   

  We decided to break policy, and extend our 7-day re-do policy to 3 weeks so she could come anytime within the next 3 weeks to get her haircut fixed, we never got a reply or heard from her again until now.

   

  We do our 7-day policy, not due to greed or to cheat the customer out of their hard-earned money, but rather as a method of protection to avoid being taken advantage of. Without the policy, someone could call in 3 months and say they dont love their hair and essentially receive a service for free. As a small business, this is not a cost we can constantly assume and since our stylist are commission-based, we would have to constantly deduct re-dos affecting not only their livelihood but also their financial stability.

   

  This letter did come as a surprise for us since as you can see from the Instagram conversation, she reassured us it was not that noticeable and she could style her hair to blend the cut in. Im not sure what more we could have done for this client. We immediately replied to her request to re-do the haircut service and apologized, offered her our availability within our 7-day policy, and even extended our policy for her to be able to come back anytime within three weeks after learning she has a hectic schedule due to being a physician.

   

  She never asked us or even mentioned a refund or credit, and she never replied back to us after we attempted to correct the situation so please let us know if you need any more information from us.

   

  Thank you for you time,

  Hair Culture Day Spa