ComplaintsforLEVEL UP Salon & Spa

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Levelup salon to get highlights and roots touch up on May 31, 2023. My hair turned out really dark and had no highlights in it. When I pointed this out to the stylist. She told me to go home and wash it and should start seeing the highlights. She also told me that I could come back for a highlight she won't charge for it. After 3-4 weeks I did not see any highlights showing so I called back and asked if I could come back for the highlights I was promised. Hair stylist said I had to talk to the owner. So I did. Owner told me that I had to come in within 8 days to get adjustments made. When I said this was never communicated to me. She basicly said that that is not her problem. I was changed $495 for services that you can $250 or less anywhere else. I am a business owner and becuase my hair turned out a lot darker (did not look like me at all) I was not able to meet certain social media engagements for my business and lost revenue.

  Business response

  08/22/2023

  On May 23rd, a client visited the salon for a consultation and scheduled an appointment for May 31st. During the consultation, the stylist discussed the prices and services with the client, who agreed to the prices. On July 24th, the client called to complain about the service provided and the cost of the service. After almost 3 weeks, the client demanded a refund. However, we have a policy in place, both on our booking system and website, that explains our redo policy. Additionally, our stylists are trained to communicate this policy to clients. The client spent 4 hours at the salon on May 31st, during which her hair was done, and she left the salon happy. We also have video evidence showing the client leaving the salon satisfied with the results. The client is now accusing the salon of fraudulent transaction and requesting a refund for a service that was completed almost 3 weeks after her appointment on May 31st. It is important to note that we have followed all the correct procedures and have always endeavored to please the client. We want to assure you that our business is not involved in any fraudulent activities.
  
  
  

   

   

   

   

   

   

   

  Business response

  09/05/2023

  ? It is indeed unfortunate that you waited three weeks to complain about the service. It is important to note that the stylist always informs the client about the price before the service, and there was no mention of free highlights. The stylist mentioned doing a few foils around the face during your next  root touch-up appointment. It is disheartening to see that despite our best efforts, you have decided to place blame without any valid grounds. 
  
  The owner of the salon has been receptive and willing to find solutions, but the you have been rude and insistent on receiving free services or threatening to back charge the credit card. However, your  back charge request was denied by the bank. It seems that you may have a history of issues with hair salons, according to your google reviews. 
  
  I sincerely hope that you reflect upon your actions and approach future professional interactions with a greater sense of understanding and respect. 
  

  Sincerely,

  Anne B

  
  

  Customer response

  09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because this salon business is built on lies and inappropriate behaviors towards customers.  When I read this response it is slander and I would highly suggest this business owner to stop with accusations and I will be forced to take legal action towards her. 
  
   
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