ComplaintsforIndie Mane Hair Salon

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase hair extensions from this salon and had them installed. They advertise that the hair extensions they sale are luxury. This particular brand has a line named luxury, which is meant to be thicker hair. On their print out of the hair they offer they also lost the hair as the luxury hair. On my receipt the hair is listed that I purchased the luxury hair. Because eod poor instal and lack of effort to color match my hair (which is a whole separate issue) I find I have two different styles of hair which was not disclosed to me until after my hair appointment was complete. I contacted the salon owner informing her that I was mislead to believe and even on my receipt was mislead to believe I was purchasing top of the line thickness and luxury hair line, when in fact that was not the case. She stated I was confused by their definition of luxury for what they advertised and what the hair line was. Also the quality of the hair and the manner that they installed the hair was also very disappointing and messy.

  

  Business response

  10/11/2022

  As a salon, we pride ourselves on transparency and clear communication with clients for all services we offer. While **** did not come out and say it directly, her messages appear to imply that you were somehow misled about the quality of hair she was receiving, or that perhaps we had intentionally installed hair of an inferior quality. We made every attempt to clarify the differences between the two different types of *********** hair that she received, seemingly to no avail. Please let me reiterate- what she received is exactly what she paid for. I have copies of the document where **** signed stating the exact two different types of hair we were installing. (Attached in this email) They were both *********** hair, our premium brand of hair that we carry, just in two different types of weft within that brand. They are the exact same type/quality of hair, just attached onto the weft differently for density purposes. Without going into excruciating detail over the numerous types and brands of hair extensions available on the market today- even within the subcategory of wefts, please rest-assured that we have done our due diligence with clear communication what each client is receiving during in person consultations.

  As a salon and a small business we have been incredibly satisfied with all aspects of our relationship with *********** and the extensions they produce. If a client communicates a reasonable concern, we are more than happy to address it, and help resolve in any way we can. We realize that extensions can be a costly service, which is why we do a thorough consultation, price quote and contract upfront. This protects both the client and the salon/stylist. 
  

  Unfortunately we had no opportunity to fix this problem. **** removed the hair herself and sent us photos of the hair out of the head. I had no opportunity to see and feel in person while it was still installed, Since **** decided to remove it on her own there was no possible way for us to fix what she was accusing, poor quality hair, and being installed messy. The stylist who installed these is the top extension stylist, trained by me, (*******; Salon owner, and Extension educator for extension companys) I do not believe there was a messy instal for **** did not send us any photos of this. It is my opinion that we have exhausted our options on this issue, due mostly to the fact that she removed the hair at home with out a professional. Any further concerns you have about the quality of the hair would be best addressed with *********** the company in which we buy the hair from, which I understand she has already pursued. I personally had communications with the company and they instructed **** to send them the hair for them to inspect and replace, making this issue completely out of our control.
  

  I have all text message communications with the client, and not once did she say anything of the color not matching. I have attached to this email her Extension order form, the red circle stating Dessert Bronze NW was the weft she supposedly concerned about because it was different from the others. NW stands for Narrow Weft which *** explained in person what is was during time of instal. During the appointment the lighter color is ordered in a lower destiny, to add a pop of color. I have also attached her before and after pictures so you can clearly see the color matches and looks great. 
  

  You can call me on my cell for any more questions. *************)
  

  Regards, 
  

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

  Owner, Indie Mane Salon

  Customer response

  10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  She has not once tried to offer ANY resolution. I reached out over my concerns with my hair and she immediately went defensive. I asked for her to call and she refused and instead continued to text me. I did not sign the contract until after  hair was complete (if there are time stamps this will prove that). And then when my husband when to collect my remaining hair, because she would not respond to me, she began to berating my husband about the situation, threatening with lawyers and to donate the remaining hair I paid for. She made him very uncomfortable. Again not once offering to call or even to have me come in to try and remedy the situation. She not once offered to see the hair, she not once offered to fix the hair. I never asked for a refund and I never said anything negative about the salon or the stylist, I just wanted a better understand of what I paid for, what I received and help with an unfortunate situation. I would like to know what resolution she offered at any point in time.  

  
  Regards,
  
  *********************

  
  

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