ComplaintsforNatural Beauty Couture

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I started my loc journey 10/30/22, to the exact date of losing my nephew, so this journey was extremely meaningful to me. The install went good...two days. The following every four weeks retie things changed significantly and my hair suffered overall. ******** would be late for appointments, meaning that my appointments would begin late, thus ending even later. A few morning appointments turned into all day appointments, once even getting me out the chair to start someone else. There was never a sense of urgency or respect to my time. Going forward, I talked to her about her time management and even begin to call ahead of time to see if she was on schedule, she never was. My locs over the course of her maintaining them had major bunching and slippage that she would not completely repair, but she would do some and say we'll do the rest at the next appointment due to her being persistently behind schedule; Or she would do the very minimum, resulting in damage to my locs from her negligence in the long run. In short, she slighted me. I had holes in my locs, she used glue on some of my locs without my knowledge or consent and only admitted it when I confronted her about it AFTER I had to have them removed because the damage was irreparable. I had a total of three other locticians tell me that they were in bad shape and one even suggested I cut them to start over. I was always on time, paid my bill with a 20 percent tip on most appointments, except the install where I paid 10 percent and the very last appointment for obvious reason; I was appalled and fed up. I Went to her faithfully for almost a year. Limited character space to go further in depth but feel free to contact.

  Business response

  04/02/2024

  Client stated in the complaint that the install went good. For 2 days I worked to accomplish the goal that she desired. She was satisfied with the outcome & happy as the pictures show.
  Things didnt change significantly, the clients hair changed. Due to the texture of her hair, which was very fine , slippery & silky, she experienced a lot slippage & unraveling which I would try to fix at each appointment when I noticed it. There were some appointments that time wouldnt allow for me to fix everything that had started unraveling. I did infirm the client that we would address repairs at her future appointments if time permitted.
  Due to me having a very tight schedule we didnt have much time to fix everything that needed a repair.
  
  Bunching & slippage is normal & to be expected with certain hair types. It does take extra time to repair. I believe the client had the unrealistic expectations & didnt trust the process or me as her stylist. She didnt consider the maintenance & time needed to be put into her hair because everyones journey is different. The damage she claims resulting from me not repairing her hair is not accurate & to keep curly ends requires even more maintenance & isnt part of basic retie maintenance. Client would have had to comb them out if she wanted to keep curly ends so budding is a normal part of the process.
  
  Her last appointment with me was on July 19th.
  She cancelled 2 future appointments in August & I didnt hear from her until I reached out to her on September 4th, where I offered to set up some appointments for her just for repair. I offered to find resolve but she did not want that.
  
  Client went to 2-3 other people to get different opinions after not having maintenance for months.
  If your hair is already unraveling & slipping, waiting that long outside of your appointments will cause more issues especially due to her hair texture, which was out of my control.
  
  She did not give me the opportunity to fix what was going on with her hair. Im not that kind of stylist.
  Yes I take responsibility for running behind sometimes & I did apologize for not having better time management but I do quality work. I dont have a whole day to spend on one client so you wouldnt  be here all day unless were trying to do  repairs.
   I was willing to work with her.
  Theres only so much I can do within your appointment time but I do feel communication is key.
  
  Instead of reaching out to me, so we could make an appointment for repairs only, she did not give me a chance to fix what was happening with her locs.
  After I reached out I still didnt hear back from her.
  I reached out a second time after seeing her make posts in lock groups instead of allowing me to rectify the situation. I dont think she was looking for resolve. I even offered to refund her half of the install price, although she already stated that the install was fine. She did not accept.
  
  Im the kind of stylist that accepts accountability & will try to find resolve for unsatisfied clients.
  If shes looking for a full refund, that wouldnt be fair for all of the work Ive put in. I maintenanced her hair for 9 months. She didnt give her hair a full year to start maturing. It was still in the baby stage & couldve take up to 2-3 years to fully mature due to the texture.
  
   I labored for hours & take pride in my work. Her grid was done exceptionally. I even recommend a lock setting spray to help her hair to lock.
  Im attaching text messages & pictures as proof of my intentions & efforts to rectify this situation.

  Customer response

  04/08/2024

   
  Complaint: 21366788
  
  I am rejecting this response because:
  A few of the things that were mentioned have not really been addressed by the business owner. There is a major lack of accountability and minimizing of circumstances. Quality work wouldn't let a client leave the establishment with incomplete work, on multiple occasions I left with what needed to be done done. What did you think would happen during the course of time in between. Even when she admitted the type of hair I have. Victim blaming is what this is...my hair didn't change.  It should have taken maybe two sessions to seehow my hair was a ting to devise a better plan to accommodate. Not continue to play in my head and allow for it to unravel without correcting. My first visit to a different stylist was 4 weeks after my last retie with this business owner. I didn't go extended amount of times without maintenance.  This is a false accusation and I have proof otherwise. Also, this business minimized using glue in my head to secure locs. I didn't find out until I was having them removed, she didn't even consult me. When I confronted her, she minimized it saying she didn't know what else to do and said it wouldn't hurt the locs. This isn't her decision to me. If she didn't know how to maintain my texture of hair the respectable thing would be to refer me to someone else and admit it, not play in my head. A complete lie saying I didn't respond back. I responded in texts 09/04 and phone calls 09/07 and 01/09 , those pictures are attached. This business owner lacks accohnti8and integrity and my hair and pockets suffered. They were paid to perform a service and took it lightly to the point of unethical time management causing them to not care for my hair properly.  As a professional it is their responsibility to educate themselves and clients and be attentive to. Clients needs. After two appointments of unraveling they should have re evaluated the situation,  not to menthe method used to start my isn't the method we discussed. We discussed interlocking but they tease my hair and interlocked the roots when the entire loc should have been interlocked. After all this it was at my discretion to allow them to correct mistakes they made or not. Three other professionals advised my otherwise. And educated me. I am seeking more than just the Install amount. The removal was more than the install and I paid for a new install that I have to wait k. Because my hair is damaged. Also the money I paid this business to care for my hair properly. I followed all instructions to a tee..never told me to comb my ends out. In fact, when I mentioned it during the first phone call she said she sometimes forget. Which is insulting as I was going faithfully every 4 weeks and tipped appropriately. I will escalate this in any and every way I need to until I'm satisfied with the resolution be cause this isn't fair to me as a client.

  Sincerely,
  
  ***********************

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