Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Just recently I went to get my eyebrows done from ****** from Monarch Studio charged me additional $125.00 on top of groupon price of $263.20, where there is no extra charge indicated in groupon. She also wanted me to pay her through Zelle. She never asked to email or text me a receipt because I would have said yes. As you can see in my picture my eyebrows are ruined. Not only the eyebrows but $500 for price of hair extensions and $250.00 to install the extensions. I also tipped her $40.00, but what did I know, I never had this type of service done on myself and never will, I am typically traumatized. As you can see, she advertises (picture shown what she advertises) that they use the illusion method, however as you can see my pictures of my hair, it was not the illusion method. I attached what she advertises. Not only that, but the address that she has advertised on groupon is not the address where she did the work, she told me to go to her house, in which she had everything set up in her house. After only a day of getting extensions, I was in so much pain (migraine headache) that would not go away until I got the extensions removed. I had to pay $60 for a professional hair stylist to remove them for I was unable to drive 40 miles to have her remove them, besides, when I texted her she did not tell me she would remove them. I confronted ****** about this whole dilemma, she had no empathy and did not even offer to correct her mistakes (although I would not allow her to touch me ever) she should have at least asked. Not only was it a huge financial loss, but also my time and the loss of my eyebrows. She also refused to give me my receipts she was dishonest and said I declined the receipts, which I never declined. I have all the text that were sent between **, which shows her dishonesty.

  Business response

  05/08/2023

  Client purchased a Groupon for ombre eyebrows. I informed her of my 15% svc of reg. ($700) she accepted. She came in for appt, I mapped out eyebrows & drew on shape & she approve of shape before I started. In the end she was happy! She even booked for hair extensions! About a week & a half later, she contacted me concerned about look of her eyebrows, so I sent a chart showing healing process. Her eyebrows looked exactly like healing process photos had shown & she felt much better about it. 2 1/2 weeks later after her eyebrows she came in to have hair extensions installed. She was extremely apologetic that she had stressed so much about her eyebrows & let me know that she liked them, but what she realized is she'd like microshading done instead. She said she never knew the difference, but now knowing would like them better. This had nothing to do with work that I did, instead a style preference for her. During time I was installing extensions, she seemed tender headed. I asked if she's always had a tender head and she said she has. I've never experienced a client with such a tender head before. Since she was more tender headed I decided to do top row a technique that would be lighter on her head. She loved her hair. She came in with box color on her hair that hadn't been on there when we ordered extensions i informed her of the issue. She booked her appts to have eyebrows done in technique she wanted, & move up with hair extensions. She was so happy with both that she tipped me $40! Unfortunately, within three days she ended up having them removed. I always explain to clients it can take 2 to 3 days before they start feeling more comfortable. I checked on her to see how she was doing & that is when I found out she was upset. She removed the extensions without mentioning anything to me first or I would have tried to help in anyway I could. 
  *BBB only allows so many photos & characters for response or I would send everything I have.

  Customer response

  05/10/2023

   
  Complaint: 20025643
  
  I am rejecting this response because: Nowhere on the groupon does it say I had to pay 15%. I have several text that I sent to ****** complaining about my eyebrows, and her replies assuring me that they will look great after a few weeks, well they look horrible still. My eyebrows do not look nearly close to the picture she sent me. ****** said she was going to suggest micro blading,but did not, I suggested ways to fix my eyebrows.
  ****** suggested extensions on my hair and that she could do them for a price (same ones as hers, no visible clips were exposed like the ones she installed in my hair). The extensions she put in my hair were the illusion method and that was not true, she also advertised method on her website. I complained to her about my head hurting and she had no concern. I went to a local professional hair stylist to get them removed, even the hair stylist said they were not on comfortably and visibly witnessed my scalp to be red. Both rows on my head were clips and not lighter than illusion method. I did tell her that she was tugging harshly on my hair and it did hurt. ****** kept saying that the pain was normal (the method she told me she used on my hair is never supposed to cause pain) attached is the text on the method (illusion method that she said she used on my hair). I have never gotten my eyebrows shaded nor extensions in my hair, I had no idea what pain levels or results to expect, she told me that this was normal. I did let her know that the extensions were killing me, instead she insisted I keep them on and wait.Yes I had to remove them, I could not go another day with the pain, my head was hurting so bad, the hair stylist saw my pain and relief when she removed them.I also want to know why she will not provide me with receipts for the hair and services rendered, all legitimate businesses have copies of receipts for tax purposes.
  
  Sincerely,
  
  *****************************

  Business response

  05/10/2023

  The Groupon doesn't need to state the fee that my business charges. Before making the appointment I inform you that is MY service fee and if you are OK, moving forward. We cannot move forward unless you as the consumer agree to it and are OK with it, which you were.

  Your eyebrows looked great when you came to my house for extensions, and you agreed. You were satisfied, but wanted to go with a different technique which you booked that appointment for that same day.

  The extensions were done with the illusion method as this is the only method I've ever been trained in. Because you are so tender headed it ended up, leaving your scalp, red and sore. This had nothing to do with the technique.

  Had you come to me and had me look at your extensions I would've been able to see if I can make any adjustments but you went to somebody else to have them removed. I checked on you daily to see how you were doing because I do care very much about my clients. Once the extensions have been touched by somebody else I have no idea if they have been tampered with as this is a first I've ever heard the extensions being done incorrectly, poor etc...

  This is a case of you deciding you wanted a different technique of eyebrows and this is also a case of you having an extremely tender head.  Unfortunately for you, extensions don't work very well in your hair. This is isn't a case of me doing a poor job or not caring about you as a client. I sent multiple texts to check on you and show concern. At any time you could have came to me and I would have done anything I could to help you. 

  Customer response

  05/10/2023

   
  Complaint: 20025643
  
  I am rejecting this response because: As you say the groupon does not need to state extra fee from you, that *** be true, but ethically you should let people know instead you tricked me in false advertisement. I purchased the groupon and would have not done so if I would have known I would have to pay more than 15% on top of groupon. When knowing that a customer cannot get there refund they are forced to accept to pay extra or they lose their money, you are dishonest, just as you false advertised the illusion method on extensions. You should verify what you are trained in because the illusion method you claimed you did on me is a downright lie. The professional licensed hair stylist even said that that method was not the illusion method, she said she will write a letter for me. You in fact did not send multiple text, I sent multiple text and have the proof. It is apparent that you are not going to admit your faults and give me my refund. I refuse to go back and forth with you because it is obvious that you want to argue and that is not what I am about. I will contact BBB for the next steps to take to receiving my refund. Lastly, you should have gave me my receipts unless of course you do not have them, however legally you should if you are paying taxes.
  
  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. ↩