ComplaintsforNelum Blow Dry Nail and Spa, Inc.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an appointment to get my hair relaxed (straightened). I told the stylist I was there to get my hair relaxed. She said she would give me the ********* Blowout and told me again and again how straight my hair would be for six months. After the 3 hour treatment, my hair was straight, looking exactly how it looked when I had relaxer treatments in the past. 1.5 weeks later, I washed my hair. I was shocked to find that my (African American) hair was curly and ***** again. For the life of me, I could not figure out what happened. Called the owner and found out that the ********* blow out is not a relaxer. (It just makes hair a little less frizzy and shinier). The stylist knew I was there for a relaxer; I told her. Owner did not sound surprised when I explained what had happened. (Suspect the stylist has done this or something similar before). I told her I would send her the email receipt and she said I didn't have to. I said I would send photos of my hair. Don't bother. The owner said she couldnt reverse the charge on my credit card because the stylist used her own scanner. (I thought it was an odd when the stylist scanned my credit with a scanner she handed it to me, rather than a scanner attached to the front desk). I told her the stylist initially said the treatment would be $250, and then said it was $200. The owner laughed and said the stylist overcharged me and said she would mail me a refund check.I went out of town unexpectedly and upon my return, saw that I had gotten a notice to pick up a certified letter and now it was too late. Emailed Nelum and said I missed the check, please send it again. They refused, saying I need to use Cashapp or Venmo. I said what I had told the owner over the phone. Im not going to spend my time and money signing up for those when my only use for them is to get one refund. I dont even know how to use apps. I said in email and over the phone, I cant go to the salon to pick up a check or cash. That would be a 2 hour round trip. In the endless back-and-forth, the person answering the email said they dont give refund checks and there was no record they had sent me a check. But another person wrote in email that they sent a check and it didnt work out. I was told on the phone a check had been sent. Back-and-forth. We'll send a check. We don't send checks.*** explained repeatedly that I will be able to sign for the certified letter. (I went out of town to care for my father after an injury). Yes, its inconveniant for the owner to go to the post office again but I spent 5 hours wasted at this salon (treatment and car ride). Its not my fault they cant give me a credit on my credit card. I received this hair treatment in late June. It is now almost September.This is a small salon that it struggling financially.

  Business response

  08/30/2023

  Good afternoon, I've received the complaint, and thank you for contacting me. As the owner of Nelum Blow Dry Nail and Spa, I've hired two stylist who are renting booths from the salon also hired a receptionist who answers the phone and complete other tasks. According to the receptionist a customer called to set an appointment for a relaxer. The customer was informed that a stylist who is an independent contractor,  would take care of the service. The stylist has her own business, price, and  form of payment . To my knowledge On the day of the service the customer came in and stated to the stylist that she is there for a relaxer, and the stylist had a conversation with the customer and educated  the customer with many options that would straighten her hair . After her consultation she decided to go with the ********* blowout.

  To my knowledge she was a satisfied customer and paid the price for this service, which usually cost $250.00 but the stylist gave her a discount rate and only char
  ged $200.00. Customer left the salon without any issues. Within 2 weeks the customer called and I  answered the phone. She stated her concerns about the situation and said that the stylist convinced her to do a ********* blowout and after washing it her hair converted back to its original curly texture. I tried to educate the customer the difference between a relaxer and ********* blowout and the price differences. I explained to the customer that a relaxer is $100.00 and a ********* blowout is $250.00. The customer stated she was overcharged for a service she didn't want. I asked the customer to come by the salon to speak to the stylist as she is an independent contractor. The customer stated she will not drive 2 hours again because she's very busy. The customer demanded a refund and stated it would have to be by certified check.

  I empathized with the customer and told her I would speak to the stylist and see if we can accommodate that request. Before I can reach out to the customer, the customer sent an email stating that she received a certified mail but was sent back due to her not being in town.

  I explained to the customer that at the current moment the salon can only do cash app and Venmo, or if she comes to the salon it can be reversed back to her card by the stylist and that a certified check wasn't an option at that time. The customer stated she will not pay for any apps and don't use apps. I also stated to the customer after verifying with the stylist, that there were no certified mail sent out from us and I advised her to check with  her post office if she needed confirmation. In response from the customer, she stated that I was a liar,  that I'm too lazy to go to the post office to send the check again,  and that she will not go to the post office herself to confirm. I also stated that we're more than happy to refund the payment and explained to her our payment method. The customer sent numerous emails insisting  to send it via certified check. Along side of that, continuously stated that ********* did send out a certified check, that it's not her fault we're not financially stabled, that we were a scam, and wished the previous owner never sold the salon to me. She also stated that she will take action. As an owner I spoke to the stylist and came to an agreement to accommodate her request. I asked the customer via email  to send an address, customer never sent the address but continuously said she will contact BBB and that she's done this before and will do it again. I asked for the address again, and the customer ignored the question and sent numerous emails trying to defame  my salon. As of this date we have not received an address from the customer to accommodate her request and I have email communications to confirm this. I find it disheartening to know as a business owner, that it's so easy for people to falsify the truth  and use BBB as a catalyst to defame my businesses reputation that we work so hard to achieve. We have never stated to the customer that she would not get her refund that she requested. 

  Customer response

  08/31/2023

  This is false.  "The customer was informed that a stylist who is an independent contractor,  would take care of the service. The stylist has her own business, price, and  form of payment." I called Nelum and made an appointment to have my hair relaxed. I was not told anything about the stylist. 

  "To my knowledge On the day of the service the customer came in and stated to the stylist that she is there for a relaxer, and the stylist had a conversation with the customer and educated  the customer with many options that would straighten her hair . After her consultation she decided to go with the Brazilian blowout." 

  As I explained in my phone call, the stylist repeatedly told me that my hair would be STRAIGHT FOR SIX MONTHS. I had no reason to disbelieve her. In the past, I had my hair relaxed and it lasted six months. The Brazilian blow straightened my hair for one and a half weeks (until I washed it). It is not a relaxer. Are they claiming that the sylist does not understand the difference between these hair treatments? Does she have so little training or experience? She did not "educate" me about different treatments. She told me that a Brazilian blow out would straighten my hair for six months. Not true.

  I am 40 years old. I've had my hair relaxed since the age of 13 or so. It's a time consuming, uncomfortable, and expensive process. I have never been given the wrong hair treatment. Yes, I told her it was a shame that ******* retired and had to sell his salon. ******* provided excellent affordable service.

  She wanted $250 instead of $100. That's the simple reason for her behavior. I have no idea how she thought she would 'get away' with this scam. Her behavior during my treatment was bizarre. She asked me three times if I wanted my nails done. She asked me several times if I wanted to buy hair gel...on and on. About ten 'pitches.' I always said 'no' and that I was there for a relaxer. I shared all of this during the phone call. It was extremely awkward. She treated me like a wallet, not a person.

  'Defaming business' - I spent five hours of wasted time--2 hours of driving and a 3 hour treatment. They are insisting I spend time and money using these apps. I am very frustrated. I don't like paying for a service I didn't receive. I seriously doubt I was the first client scammed and I won't be the last.

  Please take me court for defamation. I would have no issue with this whatsoever. Your stylist can explain that she doesn't know what a hair relaxer is. 

  On the phone call, I was told that a check was sent in the mail. They are claiming this person lied? Who is the person who believed they were authorized to give a refund if not the Owner or Manager? I still have not been asked to provide proof of my credit card transaction (they don't have the record) or photos of my still curly hair. I offered and was told it wasn't necessary. I believe this is because the stylist has done this or something similar in the past so they didn't need proof. I was shocked that the woman on the call did not surprised AT ALL when I told her this bizarre story. They are giving $200 to a customer with no proof that I spent $200 at their salon? It would take me less than a minute to send a screenshot of the credit card transaction.

  So they believe I am 'defaming' them but don't wonder if I'm just making this story up or lying about certain parts? The stylist admitted what she did or she was caught doing something similar in the past.

  Please let me know how I send the screenshot of the their email: 'We tried to send the check and it didn't work out.' I was out of town and missed the notice of the certified letter. I will send the respectful emails asking for a check and their refusals.

  *******

   

   

  Business response

  08/31/2023

  Dear BBB, Here are the facts, as I mentioned in the previous response, We have never told the customer she won't get her refund. We gave the customer our refund  method and she refused them. She insist on getting a certified check, which is not one of our  method, but we agreed to do so. We asked the customer for an address to send the certified check to her she never provided the address. Lastly the certified mail that she claim was sent to her while she  wasn't in town and was sent back, wasn't from us. We advised her to check with her post office to confirm. As of today we have no address to send the refund to her. As soon as she provide an address we will send the customer her refund. It's not an issue at all. 

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