ComplaintsforJames Joseph Salon

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent over 5hours and $500 at a salon only to be given the wrong color after specifying very clearly the desired look/outcome I wanted. I sent pictures to the *****, the stylist, a week prior to my appointment and spent 30min during the appointment at the salon reviewing close to 20 different online headshots, as well as pointing to the front desk woman's hair color (brunette with blond highlights) at the salon to remind the stylist of the color i wanted---dark with just a FEW highlights. I reiterated that I did not want to be blond. However, after 4hrs of getting my hair processed and styled, the very first thing I said to her when I saw the color was that it was too light and I didn't want to be blond. Another stylist was listening and asked ***** she had looked at my files from previous hair color visits because the files stated that I didn't want to be blond. ***** replied that she didn't spend any time looking at my files and that she thought the color she provided me 'looked good.'Afterward, I was told that I could get a refund or come back to get the color fixed. I begrudgingly agreed to have it fixed the next week because it looked so horrible. After a few days though I decided that I didn't trust the stylist to fix it since she clearly didn't listen the first time. That was when I requested a refund. I spoke to ******** the manager over the phone at 1:30pm on Feb 17,2022 and she apologized for my experience and offered to refund me. I provided her all of my credit card information again over the phone. The very next day, another manager, *******, called to tell me that she was going to refuse the refund and that I was being unreasonable and that I had to come in to get it fixed. I calmly explained the entire situation, including ********'s confirmation the day prior about receiving a refund. She began yelling at me on the phone, so I decided to hang up because I refuse to be verbally assaulted as a paying customer who has done nothing wrong.

  Business response

  02/28/2022

  ****************** is an unbalanced person and while I appreciate the opportunity to answer her complaint, please understand in no way shape or form is she welcome back to our establishment.
  **** did indeed speak to ******** and was aware that she was unhappy with how blonde she was and booked a follow up appointment. ******** said she decided the day before the redo appointment that she didn't want to come in, demanded a refund, and bullied her into taking her credit card information. At this point, ******** called me filled with anxiety and not wanting to deal with this client again. At that point, I told ******** I would call her and explain our redo policy.
  After ****************** explained to me what happened with her hair and that she was unhappy, I explained that I would not be able to give her a full refund, as we were willing to do whatever it took to make her happy, and I could, at best, do a partial refund. At this point, ****************** screamed "******* this is BULL S*$T". She went on about how I "didn't want to mess with her"...that she was going to call the ************ and whoever else would listen and report us to the BBB. She also indicated that she was recording our conversation. Perhaps she will let you listen to this alleged recording so you can indeed verify that this is an unstable individual we are dealing with?
  I told ****************** that she was being aggressive toward me and I didn't appreciate it, at which point she hung up on me. I have a follow up text saying that I wasn't sure if she lost service or hung up on me and to give me a call back at her convenience. This is clearly a person with an unhappy life, and used to using threats and bullying tactics to get what she wants, so I ended up refunding her money so that we could move on from this situation and never have to deal with her again. I would strongly advise the BBB to question any further complaints she submits.

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