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:09/01/2022

  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.

  I arrived for a hair appointment on 8-31-22. I waited an hour past my appointment time, which I was aggravated over but let it go since the salon was busy. Turned out the owner (who was servicing my hair) was doing five clients consecutively, which I think led to the demise of the appointment. She applied bleach to my hair, which is what I asked for, but I immediately noticed it seemed more than what we had discussed my hair goal to be. I again let it go and wait for my hair to process. This is when things turn in my appointment. I believe she let me process for a time much longer than necessary, and by time my hair was washed and toned, I noticed hair was falling out in the areas that were bleached. I mentioned it and said this does not seem good, and I continuously was told “it was normal” and “breakage would happen”. The owner was so busy that I wound up just blow drying my own hair to get out as fast as possible. I told her before leaving that my hair is breaking everywhere, and I am pulling hair out like noodles. She tells me to just stop touching it, and if I’d like to go back dark instead. Of course not, I do not want to process my hair again with her, so I decline and pay for the service. I never complain and never ask for refunds, especially when I know somebody is struggling, but my hair is damaged beyond repair. It will take well over a year to grow out these thinning portions. When I showered at home, hair was falling in clumps in my hand. I contacted another salon to confirm my hair is chemically burnt and that the proper course of action is to ask for a refund, they agreed. I included pictures of my hair before you show the difference in health. Also included is my payment for the service- the salon has my receipt on file.

  

  Business Response

  Date: 09/18/2022

  This night at the salon we did have a very busy night and our front desk support called in 2 hours before the shift causing myself (the owner) to run behind while trying to answer the phone, check in clients and check out  the 25 clients we had booked that night. 
  
  
  I always work on multiple guests and work with 2-3 assistants as well so no guest is ever left unattended or forgotten about. 
  
  
  She wanted to go very blonde from at home black box hair dye and I told her it would take multiple sessions and there would be damage because we would have to do so much lifting. This was only the 2nd process and I told her to only do a partial highlight because I didn’t want to damage the underneath and cause too much breakage and maintain her length and she agreed. 
  A low volume of product was used because the guest had previous damage from another salon, declined treatments during the first process, had been coloring her own hair at home and doing a few glue in extensions herself as well. 
  
  
  The volume of developer and the products used would not cause this much damage and leads us the believe her hair had been previously blonde/lightened sometime within the past year and then covered with the at home black box dye. 
  
  
  My assistant was blow drying her hair and the guest took the blow dryer from her and did it herself. 
  
  
  When I was checking out the guest she started pulling at her hair and pulling it out. I told her to stop because she was breaking her hair off.  She said she didn’t want to lighten it anymore and I agreed that her hair did not handle the lightener well and we definitely couldn’t lighten the already lighter pieces again. I also offered going back dark if she wanted to (because her hair wasn’t able to handle the lightening process even at a low volume of developer and slow processing time). 
  
  
  Looking at her ticket we did see that she was overcharged for one of the services and $100 will be refunded asap. 
  As far as the services provided, in our policy(found on our website), it states we do not give refunds for services or guarantee any chemical services if their at home haircare is not purchased through the salon due to possible chemical reactions. 
  
  
  We always work tirelessly to make things right and are willing to do so if she would like to come back in for complimentary luxury treatments or any color correcting necessary.  We apologize for any miscommunication during the service and we will use this as an opportunity to better our salon services and experiences and we will be in contact asap for the refund of $100.