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:06/10/2025

  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.

  On Saturday, June 7th, 2025, I had a hair appointment with a stylist at Shear Volume Salon. I showed reference pictures and discussed with her how I wanted my hair. The stylist was assuring that we could achieve what I wanted done to my hair. Mainly all blonde with a little bit of a shadow root, and all blonde money pieces. I also wanted all of the light brown/brassy color out of my hair. I was there for 4 hours getting my hair done. During the process, I could see chunks of my hair on the floor due to being burnt off by the bleach. The outcome of my hair was not what I wanted, still had the orange color in it, a lot of dark in it, and not the blonde color I wanted. My hair was also very very damaged at the end. I even paid extra for a conditioning treatment. My hair was not fully dried when I paid and walked out of the salon. I could not see the overall product (color and health of hair). I paid $260 cash for the entire process and was completely unsatisfied. The staff was very friendly but I didn't realize how unsatisfied I was with my hair until I left and it dried and I could see it better so I did not bring up my concerns while at the salon in person. I also drove an hour and a half away from home to get my hair done at this salon.

  Business Response

  Date: 06/11/2025

  This was the clients first visit to Shear Volume Salon. Upon arrival, a thorough consultation was conducted between the stylist and the client to assess the condition of her hair and determine what could realistically be achieved in one session. Due to the pre-existing compromised condition of the clients hair, the stylist and the salon owner mutually agreed to proceed with extreme caution, using the lowest developer possible to minimize further damage.

  
  

  The client provided a reference photo, and the stylist did her best to work toward the desired look within the limits of maintaining hair integrity. As is normal with any lightening/blonding service, some shedding and fallout occurred and was seen in the brush; however, this is to be expected and was not considered abnormal.

  
  

  At the end of the appointment, the client verbally expressed that she liked the result and was very happy with her hair. She paid $260 in cash, tipped her stylist, and even received multiple compliments from staff and other clients in the salon, including the owner who personally noted how nice her hair looked. The stylist also asked the client directly if she was satisfied, and the client confirmed that she was. We have several cameras with audio and video footage throughout our salon covering every foot. That also record all of this information. We are very diligently with our video recording system because of issues that can occur.

  
  

  When booking online at Shear Volume Salon, all clients must check a box acknowledging our terms and conditions, which include our Zero Refund / All Sales Final Policy and our Cancellation and Satisfaction Guarantee Policy. These policies are also clearly posted at the front desk, on our website, through our booking software, and across all of our social media platforms.

  
  

  Had the client contacted, as stated in our policy, we would have gladly had her returneither to the original stylist or to another stylist of her choosingfor any necessary corrections. However, the client never reached out to us via phone call, text, or any other form of communication. We have since attempted to contact her directly by phone and have received no response.

  
  

  Multiple employees and clients present that day were later asked if they recalled the client or had any impression of dissatisfaction; all consistently stated that her hair looked great and that she appeared pleased with the outcome. Its also worth noting that the client declined a haircut or trim during the service.

  
  

  While we deeply care about every clients experience and always strive for excellence, we must stand by our policies to ensure fairness and consistency. In the professional salon industry, service time, product cost, and stylist labor are not refundable. However, we always aim to accommodate concerns if brought to our attention promptly and through the appropriate channels.

  
  

  Sincerely,

  ***** *******

  Shear Volume Salon Owner/CEO

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I respect every individual in that salon. They were all very kind and fun and inviting. I was never talked to about the state of my hair, my hair was fairly healthy upon the start of the appointment. I showed a reference picture, we discussed the outcome that I was looking for. I stated I wanted my hair to be like all blonde, but with a little bit of a root, and NO orange color at all. I said multiple times that I did not want any orange or brassy color in my hair at all. When the stylist was done with my hair, I glanced at it and said, it looks a lot better than it did. Yes, the color was better than it had been prior. It still had orange throughout it and the shadow root was way more coverage than anticipated. However, the color wasnt what I was most upset about. My hair was not fully dried when the session ended. I could not see the full product due to this. I am also not confrontational at all. The stylist left to work on another client that had been waiting for her and I was sent to pay. I, at the time, hadnt fully looked at my hair in depth, just a glance. I paid the $240 the lady said was owed and I tipped $20. I always tip for any service provided to me; hair, nails, waxing, tattoos, food, etc. I understand that some people live off of tips. I took up 4 hours of this stylists time and I know she worked hard. I do not discredit that. I tip based off of how satisfied I am, but I always tip, regardless. After paying, I went outside and observed my hair. I seen orange pieces and knew it was still wet so I left and let it dry. That day , and the next few days following, I had clumps of hair come out. My hair is very dead now. I paid extra to have a high end conditioning treatment done, the ends were dusted, and still I could feel how dead and had clumps coming out. I have been working on getting my hair back to somewhat healthy. At least to the point its not falling out and breaking off. Its a work in progress. I respect all of the workers in the salon, I was just not satisfied with how my hair ended up not only color wise.. but mainly health wise as well. I do not think the price was anywhere near what the session was worth. I also did not receive the call from the salon because I work overnights so I am not awake in the day. I am sorry for any inconvenience to the salon, the stylist, and the owner for not speaking up sooner. 
  
  Regards,
  
  ******** *******