ComplaintsforHair Bar NYC Inc.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sat 5/18/24 I, *********************, spent $300 including tips to get my hair straightened by a treatment at Hair Bar NYC that they call 24 Karat Keratin.I was told to wait 3 days before getting it wet, which I did. My hair became curly after the first wash (with only sulfate-free conditioner as directed). Their customer service rep said I could come in and they would evaluate it and "take it from there" and potentially redo the treatment, but the treatment didn't work the first time, and I don't trust them to do it again, let alone applying the ineffective, harsh chemicals to my scalp a second time.Customer service rep says the policy is no refunds. I asked does it say that on the website, she said, yes, but I don't see that anywhere. I would like a refund. I've attached an after picture and the receipt.

  Business response

  05/27/2024

  To Whom It May ****************** response to the affirmations review recently submitted regarding our 24 Karat Keratin treatment at our salon. We would like to address the points raised in the review and provide clarification for the record.
  
  Firstly, we would like to acknowledge the inconvenience experienced by the reviewer and clarify that our 24 Karat Keratin treatment is a smoothing treatment, not a straightening treatment, and this information is accurately reflected on our website. (Please see attachment #1) We take pride in being transparent about the services we offer and ensuring that our clients are well-informed.
  
  Regarding the concerns raised about additional costs based on hair length and thickness, we want to emphasize that any adjustments to the pricing structure are communicated upfront to uphold transparency. Our website clearly states that there may be extra charges for longer or thicker hair due to the increased time, product, and labor required for such cases. (See attachment #2)
  
  While we regret the dissatisfaction expressed by the reviewer with the treatment results and subsequent customer service experience, we want to highlight that our policy is to welcome clients to revisit us so we can evaluate the situation together and explore potential solutions, including the option of redoing the treatment if necessary. In addition, it is important to note that our experience has shown that, regrettably, there are instances where clients express dissatisfaction solely for the purpose of seeking a refund, which we have encountered in the past. This leads us to approach feedback with a discerning perspective to ensure fairness to all parties involved. 
  
  We would like to present evidence in the form of screenshots from our website to demonstrate the accuracy of the information provided to our clients. Transparency and honesty are core values of our business, and we take great care to ensure that our clients are well-informed and satisfied with our services.
  
  We kindly urge the Better Business Bureau to carefully consider the validity of the review in question, as it appears to be based on misunderstandings or misinterpretations. We are dedicated to addressing any concerns promptly and effectively to uphold our commitment to customer satisfaction.

  
  
  In conclusion, we value all feedback from our clients and welcome the opportunity to address any issues directly. We strongly encourage the reviewer to reconsider visiting us so we can work collaboratively towards finding a resolution that aligns with their expectations.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *****************************
  Hair Bar NYC
  ************
  Attachments: Screenshots of Website Proof

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer since Hair bar first opened. I was excited to get a cut and silk touch. I thoroughly went through the process I asked for long layers. I was shown an inch for my overall hair. I said 2 inches. I said I do not want shoulder length hair. However she cut 4 inches. I was distressed and asked what I can do my stylist told me I will get use to it. I contacted customer service and emailed about the situation. I have not heard back. My hair dramatically changed and it was nothing I asked for. Yet no one has responded.

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First of all, I went to this site and saw a promotion worth $270 hair treatment promotion, saying that its off more than 50% so it went down to $116.I took it to the salon and immediately being assisted after my check in and when they sat me down, they told me theres additional $80 since my groupon is only worth $75, I was wondering if I did something wrong then just shrugged it off and let them proceed working on my hair since I could have just made a mistake with my purchase.After the said service, I was told it ended up that I have to pay extra $86 then of course, I had to tip the girl who did my hair which is fine and given. While walking away, I went through my Groupon app to double check my purchase and I was not wrong at all, the said promotion is false and they did it wrongly to let me pay extra since the amount of the entire service should be covered by Groupon alone so I decided to cancel it and get another for me to have screenshots of their click bait promotions.But while working on that, the hair salon charged my credit card instead of waiting for me to get back with a new groupon and telling me, they have all the right to charge my card even without my authorization.I am looking forward for their system to be changed to help consumers not to be trapped with misleading promotions and hopefully, I could get a full refund with the mess I had to go through. Disclaimer: Im not taking it to any of their employees but with the way they bait people then blame customers for falling to stupid ads.Advertisements:***********************************************************************************************

  Business response

  06/16/2022

  To whom it may concern,

  Thank you for the opportunity to respond to this claim. Hair Bar NYC has been in business since ****, with a total of 7 salons between ******* and New York. We are an upstanding company with a client retention rate of approximately 88-92%. We have built our business on honesty and integrity and stand firm to this day. Sadly, our industry is no stranger to folks who do not feel it is fair to have to pay for their services and want to try to set their own price. Often times with Groupon clients, we have what they call Groupon Hoppers who take advantage of every deal possible. With this being said, we understand this and welcome all Groupon clients, as this is the sole purpose of using this 3rd party, to bring in clients to test out our products and services in hopes that they will return and stay with us long term.

  Even still, when a client does purchase a Groupon, as stated in the fine print, which I have attached to this response, there are services which may require an additional fee for length and thickness, depending on the client's hair. We are clear about this and are always sure to explain to each client, that the Groupon they purchased was for the base price and we must add for length and thickness if their hair is below the shoulders, to cover the extra product, extra time and labor costs. Clients come in with many different hair types, lengths etc. and we could not possibly charge all clients the same. As with all clients, we did explain to ***********************, prior to her service, that the price for her Kerain with us on June 8, 2022 would be an additional $80 for her long and thick hair. We have a chart that shows this in each of our salons. As she stated in her claim, she shrugged it off. We do not even consider the cost at which Groupon charges the client, as we have a preset deal with Groupon as a Merchant. As can be proven with our camera system, we never claimed she had to pay extra money because she only paid "said amount" for a Groupon, as stated in her claim, we explained it was for the length and thickness. This client had every right and opportunity to ask further questions if she did not understand and she could have simply asked for a refund from Groupon and not continue to use our services. In addition, the attachments submitted by *********************** which were from our website also reflect the base price and under "details" explains the length and thickness fees. The attachment with the charges from the Hair Bar NYC invoice #********* reflects the amount applied for the Groupon with a voucher used as a payment method and an $80 charge for the length and thickness, with $6.99 in taxes which is standard and unavoidable. 

  Incidentally, ******* services in most salons usually begin at $350 and go up from there, especially with a client with more hair, considering the high salon cost of the ******* itself. We are by far one of the few salons who offer such inexpensive pricing for *******. With the high volume of *******s performed being between 800-1000 per week, this is surely our expertise, and we are happy to offer the Groupon, and feel it is well worth the loss for the opportunity to gain each client. 

  We hope that you will consider that we are not by any means trying to overcharge ************************, and we were upfront with all costs. We hope that you will find that Hair Bar NYC is sincere and reputable and that this claim does not warrant a negative status with The Better Business Bureau. 

  Thank you again for the opportunity to state our case.

  Best Regards,

  **** ******* 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩