ComplaintsforJelz Straight Salon

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Jel $750 plus a $150 tip for a Japanese Straightening treatment on my hair (also known as Thermal Reconditioning). This process permanently straightens hair so that only new growth hair is curly - any hair that has gone through the process should be permanently smooth & straight. Ive had this service done many times by other people so I know what the expected results should be. After waiting longer than the required 72 hours to wash my hair, I got my hair wet for the first time & saw how the service Jel provided was subpar - nowhere near as straight as it should be. I contacted *** to attempt to resolve this unacceptable service & after trying to get me to come back so she could reprocess my hair, she stopped responding to my messages. (As a professional , she should know that hair should NOT go through this process more than once because it can break off.) Apart from not providing the service that I paid for, *** was also incredibly unprofessional. I should have seen all of the red flags but hindsight is 20/20. First, she had me come to the back room of her insurance office rather than her actual salon (*************************************************************). Next, she had me pay using Zelle which I didnt have, so I had to m set up that day. She also treated my hair very roughly - not at all like someone who routinely cares for hair. Finally, she discussed a number of inappropriate topics but I didnt feel comfortable saying anything because I had entrusted my hair to her. She seemed to have something against Korean people, she said that if people speak Spanish to her here she tells them youre in *******, speak ******** ***** brought up different types of shots used for rapid weight loss without exercise. (I am a bigger woman but at no point did I indicate that I was interested in losing weight or discussing weight loss.) Having paid her $900 for a botched, PERMANENT procedure, I asked her for a refund ***** refused then ignored me (see screenshots).

  Business response

  07/14/2023

  I am currently not a member of the BBB; however, *************** since you acquired my services for thermal rebounding or Japanese hair straightening, a service I have offered for 20 years with no issues. You should have shown the image of her hair fully straightened with instructions to wash it that Thursday after the treatment. I repeatedly mentioned that you have virgin hair, and the treatment improves. However, asking for a full refund after the service is not agreeable after multiple attempts at a resolution. I have always conducted myself in a professional manner, and your comments are baseless. I had repeatedly mentioned that you could come in at no charge, and I would look at your hair and fix it if applicable if you did not follow washing instructions properly. However, you declined because you wanted a full refund only. I am not accepting a refund as I repeatedly tried to work with you on a resolution with clear instructions on the nature of your hair and how the process works. The process has been the same for hundreds and thousands of clients over 20 years, and this is the first time someone has gone to the BBB. 

  Customer response

  07/18/2023

   
  Complaint: 20251443
  
  I am rejecting this response because:

  Jels response is inadequate and untrue. She claims to have done this service for 20 years with no issues, but she told me DURING the process that she has another client who has had to come back for repeat processing. I made it very clear in our text conversations that coming back for repeat processing was not an option for me because I live in a different state, six hours away, and do not have the money or time to come back. I also do not trust her with my hair because shes shown that she has NO IDEA how to handle naturally curly hair, and has been incredibly unprofessional in our text conversations, accusing me of playing games then flat out ignoring me. Anyone who has had any actual training with naturally curly hair knows that youre only supposed to detangle when the hair has slip (from a conditioner or detangling product), use a wide toothed comb or detangling brush, and start from the bottom, working your way up to avoid breakage. She did none of these things and aggressively ripped through my wet hair without any product, not even fully detangling it before applying the first step in the straightening process so that it was still tangled when she was flat ironing it. Why would I go back to someone who is so clearly incapable of caring for my hair? Why would I allow her to repeat a process that can be damaging beyond repair if done in excess?
  
  Sincerely,
  
  *********************

  Business response

  07/26/2023

  As mentioned previously, I am not part of the BBB and based on my correspondence with the customer I will not be issuing a refund. Thank you.

  Customer response

  07/31/2023

   
  Complaint: 20251443
  
  I am rejecting this response because:

  This is unacceptable. Its evident that you dont belong to the BBB and dont merit their accreditation because youre not a reputable business.
  
  Sincerely,
  
  *********************

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