ComplaintsforHollywood Hair

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter decided she wanted her hair light brown. I scheduled an appointment at Hollywood Hair Shiloh and after speaking with her stylist during a consultation, I was told it would be $285 (because we had used Joico color instead of box color and it should lift pretty easily). I dropped my daughter off at noon for her to get started. At 1pm the stylist called me to tell me the process wasn’t working and they would have to go another route that would cost me $150 an hour if I wanted her to have light brown hair. At this point I could only have her hair colored back black with semi-permanent dye OR go the expensive route. I was not happy a bit but I couldn’t let my daughter leave with light roots and tips, and black in the middle. At 4:25pm she walked out with dark dark brown hair, lighter roots, and multicolors in between… and my card was charged $891.62. She also was carrying three hair products she was told she needed because her hair was damaged from the process. Which I did not get asked if I wanted to purchase.. but somehow I did. Her neck was burned by the color to the point of peeling for a few days. Obviously we don’t want them touching her hair again at that salon so we have called to try and find a solution. They are unwilling to refund me anything, even though they charged me almost $900!!! She acts like this is acceptable customer service, we are over reacting, and the owner had a straight attitude with my husband today. The owners sister has also reached out to me via text threatening me with karma. I've never even met that lady. This salon is a joke and so unprofessional.

  Business response

  06/28/2023

  Two weeks ago, a lady called our salon and scheduled an appointment for her 15 yr old daughter.  The daughter had been regularly using black hair dye for over a year and the mother wanted a corrective color to achieve a medium brown shade. ******, a stylist with 16 years experience, spoke with the mother and informed her that we would first try a color balance to lighten and if that did not yield satisfactory results, we would proceed with corrective color services. 

  ****** called the mother to confirm the planned course of action.  She reiterated that a color balance would be attempted and that she would inform the mother about the outcome.  Unfortunately, the color balance did not significantly lighten the mid strands of the hair.  ****** promptly called the mother to relay this information and suggested an alternative solution of applying color back over the hair, which would result in a shade that was still dark but slightly lighter.

  The mother expressed her desire for her daughters hair to be lightened further.  It was explained by ****** that the desired lightness would require a corrective color, which is priced at $150/hr, excluding the cost of products.  It is important to note that we did not provide an estimate for the cost of the products, as it was difficult to ascertain without assessing the hair in person.

  ****** assured the mother that she would do her best to complete the corrective color within 2 to 3 hours but could not guarantee the time frame. Corrective color is a meticulous process that requires careful attention to detail.  All phone calls regarding the service were recorded and have been shared with the mother since the incident.

  Approximately 4 hours into the process, the daughter informed ****** that she had to leave for basketball tryouts,  Consequently, she left the salon with wet hair.  Before departing, our staff recommended three products that would be beneficial for the hair considering its recent treatment.  Additionally, the customer was advised to return so the hair color could be assessed once dry and determine if any other adjustments needed to be made.  An appointment was made by the daughter at this time for 3 days later.

  Approximately 15 minutes after leaving the salon, the mother called back to discuss the bill which amounted to $749.  The daughter had also purchased $100 in products and left a $50 tip resulting in a total bill of almost $900. It is crucial to note that the price was communicated with the mother throughout the entire process.

  Subsequently, the father called the salon and requested to speak with the me, Sonya, the owner.  He wanted to bring his daughter in to show me her hair and express his dissatisfaction.  However, since I was not present during the color service, I informed him that I could not comment without first reviewing the recorded calls and speaking with the stylist, ******.  The father became frustrated and accused me of speaking in circles.  Sensing his anger, I chose to limit my words to avoid further exacerbating the situation.  

  Before hanging up, the father threatened to leave negative reviews on Google and social media.  Ture to his word, the family posted reviews on social media, which were then shared over 200 times by their friends.  Unfortunately, these reviews focused solely on the color correction service and the price charged, omitting any mention of the recorded calls or the opportunities we provided to explore alternative options to reduce costs. 

  After much reflection we have realized that the only fault of our own was that we did not communicate with the mother in person and only over the phone, which is not what was originally planned, and that the father was not present or including in any of the calls or discussion where price was involved.

   

  Customer response

  06/30/2023

  Complaint: ********
  
  I am rejecting this response because: the stylist *******, has since contacted me through Facebook and offered to fix my daughters hair because she knew it wasn’t right. I turned her offer down because her hair is damaged, coarse, and splotchy and I really don’t want it damaged and messed up any more then it is. Plus I refuse to go back to Hollywood Hair Salon because of the terrible management and customer service.
  
  No matter what the communication was or wasn’t was, my daughters hair looks awful and has to be fixed by another stylist. The new stylist performed a test strip with the first process Hollywood Hair claimed they performed that “did not work” and my daughters hair lightened in 15 minutes. Surprise surprise. 
  
  We were told by multiple stylist that there was absolutely no way that the two processes they claimed to have down on my daughters hair, were done with the way it turned out. 
  
  The owner refuses to refund of help in any way even though we have to have my daughters hair fixed. I’ve been hearing story after story of very similar situations coming from this terrible business. 
  
  ***** *********

  Business response

  07/13/2023

  In the past 6 months our salon has seen over 12,000 guests and this is the first unresolved situation. We stand behind our management and customer service

  and this is how our business has continued to thrive and grow over the last 30 years. 

  
  

  The stylist that helped to correct the clients hair in 15 minutes is fortunate to have this guest as a client as we were not. Several hours of work and experience by a legacy stylist went into this color correction. 

  
  

  As per the recorded calls the owner referred back to the appointment on Saturday and the legacy stylist being in the building when the client was to return at the appointment time that was made for their soonest convenience. 

  
  

  As you can collect from the recorded calls, several options were given to the client and the mother that were not as costly. In the calls you can clearly understand that the mother insists on proceeding with the color correction. It was not brought to the attention of the stylist or the salon that the client would have to leave in the middle of the service. 

  
  

  Sonya, the owner, did not feel that her conversation with the father was rude. She did not understand what the problem was because they made another appointment to complete the service and because of the consent that was given by the mother at every step during the entire time the client was in the building. 
  
  The conversation ended with the father telling ***** that he would not allow the stylist to touch his daughters hair again, and that they would “do what we go best and go to social media”. Once the father had threatened the salon, it was decided to end all communication with this family. 

  
  

  Thank you

  
  

  ********* **** **** **** ****** ****** ********** ** ***** ************* ***** **** ** *** *** ******* ***** ***** *************************************

*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. ↩