ComplaintsforSuperstar Hair Studio

• Initial Complaint

  19/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the salon on Thursday, April 13, 2023 to have my hair done for an important business meeting the next day. I was the last client for the night. When I got home and I looked in the mirror, my face, neck, ears were colored so badly that I looked like a clown. I was not able to remove it any way. I even washed my hair in the shower and scrub it with soap. I called the business on Friday morning to let them know and I also sent them an e-mail with pictures. During the phone call the owner Gilaneh admitted that they forgot to apply Vaseline to prevent the color to absorb in the skin. I have the phone conversation recorded, if you would need prove that she admitted that. She asked me to go to the store and I went that same afternoon. She saw the picture that I e-mailed her, as well as she saw in person my colored face, neck and ears. Her explanation was that I have grey hairs and they had to apply more color. I will upload pictures to show you that I have color way beyond the hair and I do not have hair on my ears. I had a very important meeting that day, hence I went to do my hair and spent lots of money, and instead of feeling comfortable, I was depressed, looking for a way to cover the ugly color on my face, that made me look like a clown. It ruined my day. When I went to the salon, the owner of business did not offer a monetary compensation, although they advertise 100 % satisfaction guaranteed. Instead she offered that I sit and they rub my skin even more. I told her that I already tried rubbing it with alcohol and washed it with soap, but it did not work. I am seeking a full refund of this service. ******* ********* 

  Business response

  18/05/2023

  To whom it may concern,

  Regarding the complaint, this is what we did. We apologized to the client as soon as we heard about the issue. We asked her to come to the salon to resolve the problem. When she came back, we offered her to remove the colors from her skin with proper techniques that only we know as professional hair stylists, and also a complimentary wash and style service to make her happy. She has no problem with hair color or hairstyle. She only complained about the minor color on her skin, which she did not know how to remove. We felt responsible for this, so we apologized to her.
  

  Yes, we tried to get her satisfaction by doing extra service free of charge, But she did not accept, and she was trying to take advantage of our policy by asking for a full refund. As the business owner, we can not let it happen.  
  
  Although she went on ****** and gave us a bad review, which we don't blame her, she also went to her daughter-in-law and asked her to write a bad review for us as well, and she did it.
  
  If she decides to take it, our offer is still on the table, just to show how sorry we are for letting her down with our minor mistake. We will not give her a full refund.

  Thank you 

  Customer response

  18/05/2023

  
  Complaint: ********
  
  I am rejecting this response because the owner is making up an excuse.

  Their sloppy work already ruin the important day, for which I went to do my hair on a first place. I tried rubbing alcohol and washing my hair and my skin in the morning, still the color did not come off.  Actually it did not come off for several days, although I washed with soap thoroughly. 

  It was not a little color, it was embarrassing brown clouds all over my face, neck and ears. The hairstylist should have removed those before me leaving the salon, not offering after the fact to rub my already sensitive from cleaning it with alcohol and soap skin. 

  100% satisfaction guarantee does not exclude damaging my skin and defeating the purpose of doing my hair for a special even and paying hundred of dollars, just to have it washed before the event and be embarrassed every time someone came close to me during the event. 

  I do not want their complimentary service, as I was not satisfied with their service on first place.

  Their response is just a lame excuse and their policy of 100% satisfaction guarantee is a pure ***.

  Any reputable business would have refunded and apologize to a client for such a mistake without trying to make the client look bad. 

  In regards of the ****** review that my dauther in law gave them, it was not me asking for one, she wrote that on her own as she felt that people should be aware. It was a sincere review and whether they like it or not, there is nothing wrong to write one, when you are stating truth facts. 

  Sincerely,
  
  **** **********

*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. ↩