ComplaintsforWhole Salon Spa

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/30/23, I booked a haircut & partial highlight with retouch (whichthe colorist was unaware). I had no issue w the haircut. However, the color was a disaster. On the initial visit, I showed photos & went into detail how the color was achieved. I told him I'd never received full highlights. Ive had this look for 10+ years. The colorist said he understood. He left, came back & told me to achieve dimension, it would cost more. I said this every time: it wasn't about the price. It was about getting the color correct. Since 12/30, I've been back 3 times. First to correct a full highlight ( I didn't find out until I received my receipt). This took hours & the colorist put my natural color back. The 3rd visit was to rid blonde chunks to the back.The 3rd time a color specialist met with me for 5 minutes. I don't know why she wasn't brought on the 2nd visit considering so much work had to be done. At the end of all this I was told even more of my natural color was put in. I was also told if it faded (!) In 2 weeks come back. By the end there was very little change to my color. Certainly no visible highlights. I kept telling the colorist what was wrong, never wavered in my request & felt ignored. I don't know why so much bright blonde kept on ending up in my hair. I understand people see colors differently but if the partial highlights couldn't be achieved w a brunette hue, the color specialist should have been brought on by the 2nd visit. In all instances, I reported my issues within 24 hours. And, at the end of the 3rd visit the colorist was clearly not confident in his work. Otherwise, he wouldn't have mentioned fading. It seemed like a "quick fix" to end the session. My hair looks almost identical to when I went in. I'm not asking for any tips back or a refund for the haircut. I went in 3 times, spent $410. I'd like to resolve this in a fair way. I will take this money to a different salon to receive what I requested in regard to color. This is a fair compromise.

  Business response

  01/25/2024

  ***** came in for a service contacted us with 24hours and we had her back in to fix what she was unhappy with. She called back again and said she was still not happy so we got her back in again right away. On the third visit she said she was happy with the final result and left. All of this transpired over a weeks time. We were unaware that she wanted her money back or that she wasn't happy after she said she was since we were never contacted again.  We are happy to reach out and refund the guest for her color service. 

  Customer response

  01/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I expect a refund credited back to my card. I used this card both online and at the salon. I would expect they have it on file. 

  
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