ComplaintsforSpa on the River Inc.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the salon on august 9th I asked for a haircut and color. My stylist was the owner judy. I showed her a photo of the cut I wanted and pointed out the color I wanted. There was a photo on wall with the color I wanted. She agreed it would be no problem to get both. She would not let me look in Mirror. I informed just that I wanted a cool blonde because my natural color is a warm blonde which means orange or yellow undertones. I do not my natural color at all. She said stop talking I know what you want. So after I was rinsed I noticed hair orange she said it won’t be once dry. She dried it and it was warm strawberry blonde which I did not want. I stated not correct color she said it looks great. She also did not do the cut I wanted I mentioned that and she said this looks great on you. She went onto next customer and dismissed me. I paid $130.00 for service I also gave $20.00 tip as I should not have. The next day august 10 I called and said I needed my hair color corrected she agreed to fix it. I explained again what I wanted she agreed. When finished color was bright yellow I explained not happy with color. She sold me two products $52.00 and said use these I said I wanted it fixed then. She said buy these and it will be fine.I used them no improvement. I called yesterday and talked to a worker they told me to come into salon that **** would be there soon to fix it. I waited an hour other girl said she could fix it. I said fine. Then I was put on phone with **** she said problems with car. She said she would call me to fix my hair color. I said when she said that night . I hung up phone and a lady with long hair told me to leave salon. I called **** today she said she is not fixing my hair or giving me a refund. She says I ruined a lady in wheelchairs visit to salon so I am locked out of salon. I said I never did anything I talked on phone with her. She said would call me no call.. Need money back $209.00 to get it fixed. Return products as well.

  Business response

  08/22/2023

  I am in receipt of your letter dated Monday, March 14, 2023 pertaining to a former Spa On The River, color client named, ****** ********. On July 25th ******** came into my salon for a double process cut & color. During the consult, ******** said, she wanted to be very blonde. I proceeded to do the service that she asked for.. When she left here she kept looking in the mirror, saying how much she loved to color & haircut. Simply put she was thrilled with her hair. See photos dated 7/25/23.  On August 10, 2023 ******** showed up without an appointment. Asked if I was here I was finishing a previous Client. I came out front to hear her complaining about me to another stylist saying her hair was red and yellow. I took her into my chair, and she told me she wanted to now be a platinum blonde. I was kind enough to fit her in, accommodated her and took the time with her and took her haircolor to the next safe level. I recommended ***** hair products that she use to eliminate any "red" that she felt was in her hair. She did purchase them, I explain to her how to use the products.  See result photos dated August 10, 2023 her hair looked gorgeous, she left he happy, saying how much she loved her hair and I instructed her on what to use and to stop using the other shampoos. She left looking gorgeous let the photos speak for themselves. ******** came to the spa unannounced again without appointment, and disrupted the guests. She was loudly complaining to the receptionist about her hair. My receptionist phoned me to tell me ******** was back again being loud complaining about her hair. I told my receptionist to give her the phone and have her take the conversation in a private space. ******** refused and sit in the waiting area where I had a woman in a wheelchair and her husband (as she mentioned in her complaint against me) and it ruined their relaxation time. This was unacceptable.  I told her I would book an appointment with her so we could privately go over this in person, but she continued to carry-on complaining there was more red and yellow in her hair! I have no idea what she was talking about. When she said that I wouldn't let her look in the mirror?  I explained to her on the phone that I could NOT put any more lightning on for the integrity of her hair. To take her to a lighter level as it would completely destroy her hair. She refused to take my professional advice. With the 27 years experience that I have with color correction, I will not be "Bullied" by a client into forcing me to put any more chemicals in her hair that would destroy and disintegrate her hair. I flatly refused and told her I cannot and will not do it. I had to end the conversation and told her I would call her when I get back to the spa. She did not answer her phone, I left her a VM. No response.  My 27 years experience in the beauty industry with my multiple awards, including the prestigious, millennium competition, triple awards, multiple trophies, I have earned speak for themselves. As well as my dedication to being a volunteer guest speaker at ******** Hairstyling Institute, *********** ****** ** ******* *** ********** cosmetology students. My passion and dedication and much love I have for beauty industry is off the charts.  It saddens me that I have to take the time out to respond to this and waste. The Better Business Bureau's time is well is I care so much about this industry immensely.  Understand, that I don't come across people like her very often. I will not book her anymore as I will not put her very thinning hair causing breakage and permanent damage in jeopardy. Perhaps she will find a salon who is willing to do that. We will not at Spa On The River.  I stand behind all of my work. ******** was given 100% attention and I spent a lot of time working on her. And used our quality ******** hair color. When leaving told me how much her husband loved her cut and color, but now she's demanding her money back? No. There will be no refund.  Note that I will no longer be booking her any services at Spa On The River. She never returned my call, or has given me the opportunity to let her know that I will no longer take her as a client. However, I wish her luck in finding someone who will do that to her hair. We are a ******** Certified Salon / Spa with the highest quality of color. The integrity of the hair is the most important thing to ******** Colorists. I stand behind my work, products, and my business. Im sorry but there will be no refund given to ********. We do wish her luck and finding another salon that will meet her needs.  Sincerely,  Judith * ********   Owner, Spa On The River Inc. **** **** ******* 

  Customer response

  08/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ****** ********  I am responding to the spa  on River s response. I had come in originally for the platinum blond and was told not a problem as I stated in my original complaint I stated that the hair was red and was told it was not. I called did not just show up and stated I wanted it done  platinum blond as Ageed  on. Came in she turned it bright yellow as I had originslly Stated. I said it’s bright yellow I was told it just needs to be toned and wax sold two products $52.00 I said had my own at jobs wax told to buy these. I asked if she could just tone my hair no was answer. Went home everyone said it was bright yellow called salon I wax told **** gone until august 5th I called august 5th young girll answered said she remembered me and  said  she was surprised **** didn’t tone my grit when I asked. I said I need it fixed she said **** will be in shortly come in over I live across the street. I said are you sure? Oh yes she said cone over it’ll just be a few minutes. I hit there edited at least 45 minutes to  an hour. No **** as I stated jade time they gave me phone and **** wax yelling at me I said I just want hair fixed. I hung up they said she will call you tonight. I waited all night no call I called her next day she promised to call me no call. So I called her back she said I made her customer uncomfortable and I was locked out if salon I did nothing to customer I talked on phone with just that day and wax tons to leave by sone lady with long hair and I left.  As  as any call from ****  I called **** the next day tj see why she did not call me she said  I was kicked out of salon fir ruining customers visit. I said listen are you going yo fix my hair or give me my money back? She said no to both I feel I should get my money back I asked gif platinum blond I even showed her a picture of Marilyn Monroe color and she had a photo on the wall at salon with the color I wanted she said it’s called clear or platinum we both agreed it’s a cool blond. My hair is still bright yellow I do not know how to fix it, I went to ******* beauty supply but I’m scared to make it worst. I will not back down to Judy. I spent   a lot of money and I want my hair fixed if my money back.    Thank you for taking my complaint   

  Business response

  08/30/2023

  Kevin, attached, you will find Before & After photos of ******** Hair. I stand behind my quality work is a ******* ******** haircolor **** and gave her the very best service as we always do it Spa On The River. Ice will not be refunding. Any money to ******** is she got what she asked for. She loved her hair and left me a nice tip.

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