Business ProfileforHair Bar NYC Inc.

I have been a long time customer (almost a decade) of ******************. Sometimes the results are better than others, but it generally has been worth it for the lower cost. My recent experience there has unfortunately changed my perspective, and I will no longer be returning. I had an appointment about a month ago and got the Silk Touch. I'm not exaggerating when I say that you cannot tell the difference between before and after - it did absolutely nothing. I had just cut 12 inches off my hair a couple weeks before, so I wanted to give the salon the benefit of the doubt and thought that maybe it was just a function of the haircut. I also live an hour and a half away and work long hours, so I wasn't eager to rearrange my schedule to travel back into the city, and was hoping as I adjusted to my cut, I would see the difference with the Keratin. A month later, it was clear that it was not a function of the cut but that the Keratin just didn't work. I called to let them know, and the person I spoke to said they have a 5 day policy and otherwise you have to pay full price to get it again. I explained that I was unaware of this policy and also the rationale for waiting, and asked to speak to a manager. She told me the manager would call me that day - no call. I called back the next day and was told the manager would call me that day - no call. I call back a third time and the manager gets on the phone. She reiterates the 5 day policy and insists that this was communicated to me, despite me not recalling them ever saying that. Perhaps I missed them telling me that (it was probably somewhere in the middle of them saying something on my way out the door like "let us know if you're not happy with it"), but had I known, I clearly would have contacted them within that window. She then offered a "discount", which is basically the full price without paying for the additional length and thickness (my hair is short so I wouldn't be paying for length anyway). She also said that it would be a weaker version of the product, which made no sense since the stronger version didn't work. I explained my frustration with this, and she told me she'd speak to corporate and call me back. Again, no call back. It's pretty outrageous to me that they're not willing to redo it when they obviously erred, given that my hair has responded to Keratin in the past. I completely understand that no one is perfect and some people have off days, but the issue here is not taking action to make it right, and then expecting me to pay another large amount of money for their error. If you get Keratin here, know that the results are inconsistent, and they're more attached to a policy that I still do not believe was communicated than a commitment to take responsibility and best serve the customer.