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:04/09/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to file a formal complaint against So Luxe Salon and its owner, *************************,regarding the unsatisfactory service and lack of accountability I have experienced.The business is located at ****************************************************On March 27, 2024, I had a hair appointment at the salon, during which I experienced a series of concerning issues that have left me deeply dissatisfied and concerned for my health and well-being.While undergoing hair treatment at So Luxe Salon, I suffered a severe burn and bacterial infection on my scalp. During the process, I immediately felt a burning sensation from the hair dye applied to my hair. I brought this to the attention of the salon employee, ****, expressing my discomfort and concern. However, **** dismissed my concerns and recommended that I endure the discomfort, neglecting the severity of the situation.Furthermore, I was charged an exorbitant amount of $920.00 for the hair service, despite being initially informed that the cost would be approximately $200.00.Upon returning home, my mother noticed significant discrepancies in the service provided. Not only did my hair show black patches and deviate from the desired outcome, but upon closer inspection, my scalp showed *****, yellow crusty scabbings, and signs of a bacterial infection.On March 28, I went to urgent care at ****** Permanente due to the excruciating pain in my scalp. After proceeding with a medical examination, the Doctor found my scalp had a Bacterial infection. Immediately following this diagnosis, I reached out to ************************* through multiple channels - text,email, and social media - providing detailed descriptions, pictures, and videos of my condition. Shockingly, my attempts to communicate with her were completely ignored.I was left with no choice but to address the issue in person. I made the trip from *********** to **************** on March 29 to speak with ******** face-to-face. Regrettably, my visit proved to be fruitless as ******** showed a lack of empathy and understanding towards my situation. Despite the severity of my condition and the pain I endured, her response was dismissive, only commenting on the appearance of my hair.During our conversation, ******** initially offered a $250 refund, an amount that I found inadequate given the physical and emotional distress I had suffered. After some negotiation, she agreed to provide a full refund on the condition that I sign a form. I followed her request, only to have her renege on her promise and offer me only half of the agreed amount.Lastly, I asked her why she was going back on her word. This time around she said that was her offer otherwise we can go whichever route Id like. I did not agree to her offer and ended up leaving the Salon without my refund.This experience has left me deeply distressed, not only due to the physical harm caused to me but also the financial exploitation and disregard for my well-being by So Luxe Salon. Not only did I receive substandard service that resulted in a severe infection, but the lack of professionalism and empathy shown by ************************* the owner has only added to my frustration.I am seeking your help in resolving this matter and ensuring that proper actions are taken to address the negligence and malpractice exhibited by the salon. I respectfully request a full refund as agreed upon initially by ******** and a formal apology from So Luxe Salon for the distress caused by this incident. I trust that your department will investigate this complaint thoroughly and take proper action to prevent similar occurrences in the future.I kindly request your prompt intervention in this matter and appreciate your attention to this serious issue. I am willing to provide any further information or documentation necessary to support my complaint and aid in the investigation process.I would not like other residents of ********************* be affected both physically and financially in such a negative fashion as I experienced at So Luxe Salon.Should you require any further information, I may be reached at ************** or ************************** Thank you for your attention to this matter.Sincerely,***********************************

  Business Response

  Date: 04/29/2024

  See attached