ComplaintsforKenneth's Hair Salons & Day Spas, Inc.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took the questioner to find the right stylist for my needs. I selected someone who specializes in blonde hair. I noticed that the person "****" who was selected for me had recently been given a promotion. So the prices were going to be different. My thought was that she was skilled and that is why the promotion was given. I went in for a balage and gloss with a haircut. I did not get that. I got baby lights (foils), 8n gloss ( not what my hair needed) and a haircut. I told her that I do not like red or brass in my hair. I like ashy gray blonde. She said that the photo I showed her might could be filtered and that she would do what she could. (I attached photos) I left with the same color I came in with but with brassy highlights because the volumes used were 10 and 20 vol. In cosmetology school they teach you levels of lift and volume to use. She didn't. I also was put under heat which will lift brassy and create damage. No heat should be applied the correct volume with bleach should be used. then she told me i need wellaplex.You create damage then make your clients pay to fix it?Creating damage to hair so you can get the next client in your chair is unprofessional. Lastly the color wheel is very important for a stylist to know. To eliminate brass (orange/yellow) you have to use blue base for orange and violet base for yellow. She used 8n gloss? not the correct formula. I had to go pay more money because of what was incorrectly done on my hair. SHE ALSO CUT OFF MY HAIR TO USE LESS PRODUCT. I would like refunded for the cut and color services that were done incorrectly and cause more damage to my hair. Going to a place you spend a little under 400.00 dollars (recipt attached-upon review i paid for a service that wasnt done)you expect to get what you asked for. Hopefully this does not happen to others. I was told by the stylist who fixed it I should reach out about what happen.

  

  Business response

  09/26/2023

  I’m sorry you are unhappy with your results, that is not our intention.  Because you had this corrected elsewhere, which is fine, we were unable to see what the issues were beforehand.  *****, the salon manager, was requesting information from the salon where you had it corrected.  Reason being, so that we could have an understanding of what was necessary to correct it.  You refused to help us with that information or even have a phone conversation.  You sent pictures, but they don’t always tell the full story.  From the photos, it looks like just the tone of the highlights needed to be changed.  The actual highlights look to be what **** provided for you.  Without a receipt of services rendered for correction, I don’t know that. 

   

  In speaking with ****, she stated that your friend usually does your hair and you often go from dark to blonde so there was damage present when you arrived and therefore the haircut Wellaplex treatment were recommended and necessary if you wanted your hair lightened.  In your original email, you stated that your haircut didn’t need corrected.

   

  Based on what you provided me, I am going offer you a partial refund.  I am going to refund your color ($80) because you the tone isn’t correct and the Wellaplex ($30.40).  The tip you gave **** I cannot refund, you stated your haircut didn’t need corrected, the highlights appear to be ****’s work and the products you are welcome to return.  Refund amount back to your credit card is $110.40.  If you have a receipt that says your highlights were redone, we can discuss that refund.

   

  This is a break down of what you paid based on 20% discount you received.

   

  Haircut                                 48.80

  Wellaplex                            30.40

  Balayage+Gloss                111.20 + 80

  Tip                                          20

  Product+tax                       95.27

  Total                                      385.67

  ***** ******

  Vice President of Operations

  Kenneth's Hair Salons and Day Spas, Inc.

  [email protected]

  614.457.7712 ext. 1143

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have received a gift card for Kenneths. I made 3 appointments for haircut ( 2x at 05/13/23 & 6/26/23) & 2 for highlight (5/13/23 & 6/26/23) They were both cancelled, and no other available hairdresser could help. I'm respectful and make my appointments well in advance, schedule child care and it gets cancelled 2 days before or 3 hours before. Today (6/26/23) again my appointment was cancelled. At this point I feel disregarded as a customer and don't want to go to this salon anymore and just want a refund off the money on the gift card. I have no proof of anything for some texts and phone calls cancelling appointments. That way I can go somewhere else It will respect customers.

  

  Business response

  06/27/2023

  I am very sorry you have been inconvenienced a number of times.  I am looking at the schedule and see that we have you scheduled on Monday, July 3rd after speaking with our manager.  If it is not your intention to keep that appointment, please let me know and I will cancel it for you and refund your gift certificate.

  I will leave everything as is unless I hear otherwise.

  ***** ******

  ###-###-####

  Customer response

  07/03/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  First and foremost I went in to get my nails done for a second time after having fake nails put on the first time and all I asked the girl when I walked in if it was normal, she said absolutely not, and I asked the girl when she was putting the other ones back on to replace if it was five dollars per nail or if there was a charge she said no. When I got to the register, I was charged for a full set of nails and after I paid, I was then told had I called when the nails fell off they would’ve replaced them for free which means I would’ve been in just about every day. I would also like to add the cost of the hair extensions themselves for the sewn in wefts from BELLAMI. I know that they are roughly $99 to $445 and you charge $900 that is no way to do legit business. Then $600+ to install and $300+ for adjustments. I would like to be refunded for a full set of nails since I was not told until after paying for a second set of nails in 2 weeks that if they fall off I could get them replaced for free. The sewn in weft extension product charge I would like to purchase my own from BELLAMI and bring them for installation or be charged a fair price not 600 more than they cost. Thank you

  

  Business response

  05/12/2023

  Hi, *****.
  

  It seems we will be discussing two separate issues.  Let's discuss the hair extensions.  This is a service that we offer, you have had it in the past, but not recently, and the price is not a negotiation. We will not accept that you purchase your own, and then bring them in for us to install at a discounted rate.  It looks like you are scheduled to see ******* next week, and it is her that you have seen in the past.  The process is that you pay for the product first, through us, and then you pay the fee for *******'s expertise on the installation.

  Now, the nail appointment that you did have with us.  You were scheduled with ******* originally on 4/20 for a full set of acrylic nails, you came in again yesterday, 3 weeks later, for the appointment that you scheduled upon checking out on 4/20.  This I am presuming was for the recommended maintenance of those nails as it is usually a 3 week recommendation.

  You called in on 5/1 two different times to schedule the hair appointment with ******* for next week, but made no mention of having issues with your nails on either of those calls.
  I spoke with ******* today and she did say that you had 4 nails broken, but you wanted them all removed and done rather than just a balance of the remaining 6 and a repair of the 4.  She didn't consider this an appointment that was to be a re-do from the previously done work, this was a prebooked, maintenance appointment.

  I am happy to discuss this further if you would like.

  Please contact me at ###-###-####

  ***** ******

  Customer response

  05/24/2023

  I am aware of my appointments that I have had in the past. I am aware of my appointments that I have an a future. I have these appointments with ******* because she’s very good at what she does whereas most people in Ohio have no clue and I know that because I have done my research I also know that the belong here cost, you are a price gouging. That’s my complaint with that I feel that you should be aware that you were price gouging. The nails, maybe you should have another conversation with ******* who I also think it’s fabulous and wonderful what she does and I am very grateful that’s why I have  but the same time I asked her specifically how much extra will that cost for those nails to be fixed or replaced if you will and stated to her most places charge like five dollars an hour… Dada and her reply was oh no nothing her reply was well you’re going to be charged for that. Had she had said that I would have opted for a powder dip instead, because the powder gel allows for my nails to grow  without the fake stuff if you look through my history, this was a test run to see if it’s better than powder dip work that I do so I do feel that there was a miscommunication here and if you asked the girls at the register that were there when I was checking out, I was floored that I was charged  and stated to them as well. It’s for free in the beginning that I would’ve done self instead of being charged, but I was not aware this was my first time, so I apologize that I was not made aware but I do not feel that it’s valid to charge me for some nails , because I had a lack of knowledge of your policy because your employees failed to share that with me and *******, Maybe did not know so that it is possibly the reason she did not share that with me. The credit for the full set of nails, I don’t think would put a dent in your  company‘s funds after all the money that I’ve spent with you I just feel like it’s right I would do it for my customers just my two cents. I did leave a voicemail yesterday and soon as I read this, but I did not wanna leave all this in a voicemail . Enjoy your day. Thank you. 
  

  

  Business response

  06/21/2023

  I'm sorry that you don't agree with our process on this.  When an issue arises I would not make a decision without consulting all of the parties involved.  I responded to your complaints after I spoke to all of the staff members that the complaint was regarding.  Just like if I received a complaint that named you, I wouldn't make a decision either way without communicating with you to get all of the information surrounding the issue.  I know that you appreciate the talents of both of the technicians that you see because you continue to schedule with them, I appreciate that and I know they do as well. Thank you for accepting the credit of the $50 I offered, that was applied to your visit with ******* on 6/7/2023.  In the future, if you have issue, please feel free to contact me.

  Customer response

  06/21/2023

  I accept the business's response to resolve this complaint. Thank you for the service you provide.

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