Business ProfileforSupernova Salon

I first visited Supernova for a consultation with Braden regarding a balayage on dyed hair, where he decided that I needed a colour correction to achieve the results I wanted. I was not given an estimate, however believed that I would be billed hourly for the duration of the correction + the service of the balayage. No one informed me otherwise. After a seven hour appointment, my bill came out to approximately $940 including tax and tip, meaning that the appointment was billed solely as a colour correction. I talked with Dana personally about my concern, where she insinuated that it was my responsibility to have known better. Dana informed me that any appointment with a colour correction will be billed as such for the duration of the appointment. However, based on the consultation I had with Braden, I was misled to believe that the colour correction was quick, and that the emphasis of the appointment would be the balayage. Their salon protocol was never apparent to me. There is evidently a lack of transparency in how her appointments are billed, which Dana was rude and argumentative about.

Thank you so much for your feedback after your experience at Supernova Salon. As the owner I am thankful that you took the time last week to speak to me on the phone so I could hear about your frustrations and I am sorry you are feeling like we let you down as a client. In our conversation you said you had “assumed it would be a colour correction and a balayage”, I felt that was us coming to a gentle conclusion that this was a simple misunderstanding. As we spoke on the phone when you came for your initial consultation Braden was confident that he had explained to you in detail that any and all services booked for you, regardless of the colour effect ( balayage) and end result you wanted would be booked as a colour correction. Any time we have a salon guest who has multiple previous box home colours, as you did, on their hair we book all the colouring/ lightening services as a colour correction. We thought that we had made it clear to you during the first consultation. You came to the salon for a consult before you booked your appointment so that we could be clear and upfront about the process of correcting your hair and the hourly charge / costs of colour corrections. Our colour corrections are booked and charged hourly as we never know what will happen when we begin lightening hair that has numerous layers of previous colour on it. As in your case after the 2 hours of colour remover was finished and once the lightener was on your hair to create the balayage effect, another full colour was applied to the existing hair and 2 corrective toners were applied at the basin, this is already a much more extensive service and time booked than a traditional balayage. As a salon all our colour corrections are booked this way, which we promote on our website, in our verbal consults and on stylist price signs at each station. Your appointment was booked after this consultation and confirmed by you as a colour correction. On the day of your appointment there was another consultation done by your stylist to confirm that we were in fact starting a colour correction. We are so sorry you feel that our communication and price structure was not transparent for you. We take your feed back to heart and grow as a team as we thought we had been very communicative. We are so sorry to hear how unhappy you are. Thank you, Dana