ComplaintsforIndulge Sun Spa & Hair Studio

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/6/23 I came in for a hair color appointment with ******. I had nice longer than waist length hair.I provided inspiration photos of my desired result. Stylist did not deliver. My hair was ruined instead. I pointed out all these brown splotches and horizontal lines that are throughout the blonde lengths. She offered to fix I hesitated and said sure. She foiled my hair putting lightener over the brown roots she had just put in. She left the lightener in too long (I knew it was too long), and tended to another customer not coming back to check for approximately 35 mins in which I was sitting there panicking about to go rinse it myself. She rinsed and I asked her to do no more (she was going to tone and brush it). She ripped the brush through my hair earlier and I could hear and see the chunks snapping. She did not brush my hair properly, causing more damage and my scalp is still sore. So this time I nicely brushed it myself with no problems. I could not let her tone brush or touch my hair again in any way because she was careless and caused a lot of damage already, I could not stand to have anymore damage occur. She asked for payment for the cost of product. After I left strands of hair was melting off in my hands on the way home. I still have brown splotches and horizontal linesthroughout. Her going back over the brown she put in with my roots does nothing to help all the random brown splotches throughout the blonde lengths. Instead of getting a service I now have to deal with damaged, ruined hair. I lost quite a lot of hair from this and it looks absolutely ridiculous. I do not think that I should of had to pay for product that was not used in the proper way. I should not have to pay for someone else ruining my hair like this. In fact, I should be compensated for the cost of getting it color corrected when it is healthy enough. I am seeking a full refund.

  Business response

  07/13/2023

  Client came in wanting a more natural, blended grow out with her color. She also was told her hair could use a few inches off the ends but she wanted the smallest amount trimmed off. She had previous lightened ends and about 3-4 inches of regrowth. I went through and did a reverse balayage technique with the root color, without bringing the dark all the way through the ends as she wanted to leave them mostly solid blonde. I let her process then rinsed, dried, and took up front to look at the color in the natural light. (see before and after attached) She then told me she did not like her hair at all and was unhappy. I didn't ask to "fix" her hair. I told her we have to options. I did not use a permanent color for the dark, and told her after a few shampoos at home the color would start to fade, or the last option, we could go through and gently break up the dark color. She said she would prefer to break through the color and lighten it back up. I used a low volume developer and lightener, and foiled through that color. As i finished foiling her hair, my next client came in, which is a regular client of mine and receives a balayage. While the first client was processing, I applied my second clients balayage which is a quick application time for this specific client, but i kept my eye on the clock and was sure that she didn't sit processing for too long, and to my knowledge is was not longer than 30 minutes, and the specific manufacturers instructions for the lightener i use on my clients, says it can be left on for up to 55 minutes. After applying my second clients balayage, I went to go check the first clients foils and saw she had opened the foils to check them. If not careful when doing this the foils can slip and/or not allow for proper processing. She told me "They're ready to rinse" so i told her i would like to check them myself and when i did the lift was to a warmer level, which was slightly expected as we were lifting through color. I told her they were still pretty warm and would need to be toned. She said okay and we went back and rinsed, during the rinsing process she had told me she would like to brush her own hair which i had no issues with and said okay. I shampooed the lightener out of her hair and then told her i was going to mix up the toner and she said okay. After i mixed up the toner i was going to use on her hair, i asked her to sit up at the bowl so i could tone the area we just highlighted. She then asked "what?" I again said "oh i just got your toner ready." She replied saying, "Oh no we won't be doing that." I asked what she meant, and she told me she did not want me toning her hair and was going to "fix it herself at home."  I asked multiple times if she was sure as she was wanting to stop in the middle of the service and she would be leaving with very warm, brassy color if we did not tone it. She said yes she was sure, so i just conditioned her hair and asked if i could put some leave in products on her ends. I used a leave in conditioner and some hair oil, and gave her my detangling brush to brush her hair. She also did not want to blow dry it before she left, so I brought her up to the desk and told her that i know she is unhappy so i would not charge her for the full service (for the reverse balayage service I charge starting at $135 and my highlights start at $150) but would only need to charge for the product usage, which would be only $60. She did not say anything about not wanting to pay that, so we swiped her card and she signed for the authorization of payment, and left. She did not ask to speak to a manager or owner, nor did she say anything about the service while here in *********, except for telling me she did not like the result of her first color. 

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