ComplaintsforLuxe Hair Salon

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Before October of 2022 I was informed by my hair stylist, Hillarie, that I should book my wedding with LUXE Hair Salon because I wanted her to do my hair for my wedding in October of 2023. In order to appropriately receive her services, I happily began that process. On October 1st 2022, I booked with LUXE and paid a deposit fee of $1,068.00 which is 50% of the full balance of $2,136.00. Prior to this booking, I had issues with the owner sending me an inaccurate proposal with the wrong date. I called the owner, Tamara, to correct the matter, which also resulted in more fees (for early arrival times on day of the wedding). This left me upset because she tacked an additional $300 and left me with very little understanding of what an “early arrival fee” on location is for. On December 24th 2022, my stylist Hillarie informed me that she left LUXE but told the owner she’d be happy to still do my hair. The owner Tamara would not allow her to perform the service, and never called me as the client to inform me of the changes that had occurred, as I had only scheduled LUXE’s services in the first place because my stylist worked there. On March 7th, 2023 I reached out to the salon by phone call and left a voicemail to speak with the owner. The owner called me back later that evening and I told her I’d found out that my stylist had left and I wished to be reimbursed due to the situation. The owner brought up a “contract” that she said I had agreed to, but I looked back in my email traffic and I never received a contract from the business. I only received an incorrect proposal, a revised proposal with the added $300 for an early start fee, and a receipt/ deposit form. LUXE has really become an added stressor for me in my wedding planning process and I feel that due to the unforeseen circumstances, they should be more accommodating, as I am not tied to any contracts with them in this situation, nor have I signed any other documents tying me to any agreements.

  Business response

  03/21/2023

  **** ** *** ****
  
  Timeline
  May 10, 2019 Is when valued salon client ****** ******* started coming to Luxe Hair Salon. She has seen multiple stylists during her visits. (See attached appointment listing).
  June 2, 2020, after the shut down for salons in PA due to Covid ****** reached out to Luxe via email requesting to make an appointment with any hairstylist and specifically said (no preference). We were able to book her with one of our stylists per our recommendation. (See attached email)
  July 18, 2022 ****** ******* filled out our bridal submission form on our website. (See attachment)
  July 19, 2022 our team sent out general pricing for on location wedding styling for hair and makeup. On this price list noted on the second page it clearly states once deposit is made we can only make additions and no subtractions. This is our general price list that is first presented to potential clients.
  September 28, 2022 we received a reply from ****** stating that she solidified a headcount and would like to move forward on booking. She did at this time request one of our stylists, if possible, to do her hair for the wedding.
  September 29, 2022 I followed up with ****** with a phone call at which I said that our team still is available for booking hair and makeup and we can have an early start time to have the full bridal party ready by 10:00 AM.(per her request). Our normal business hours start at 9:00 AM. We do provide an early request start time at $100 an hour. I relayed this to ****** and informed her at this time that we do not guarantee stylists for wedding parties, since Covid and stylists possibly getting sick we cannot guarantee but we will provide our highly educated team members for the job. I did put in my notes that ****** requested a specific stylist if available. After we spoke, she decided to book. At this time, we have four stylists styling ******s wedding. Two hairstylists, and two make up artists to get the bridal party done by 10:00 AM. (please note the requested stylist only styles hair does not style make up).
  September 29, 2022, 9:38 PM our team sent out a (revised) wedding proposal. This would include the early start time fee. (See attachment)
  October 1, 2022 our front desk coordinator took a half down deposit over the phone. She then sent a copy of the revised wedding proposal, and deposit form with receipt attached. (See attachment). Currently, the ******* wedding is now securely booked with Luxe Hair Salon.
  December 23, 2022 we received a letter notifying us that the requested employee was leaving Luxe. Also, we were told not to reach out to her until after the holidays. Our salon closes between Christmas and New Years. On January 2, 2023, we reached out to former employee and said she could still style the ******* wedding if she provided us with proper insurance. She was not covered under our insurance after she terminated employment at Luxe. Also, we could not provide workman’s comp at that time as well. She did not provide us with any insurance so therefore our team would take care of the ******* wedding.
  March 7, 2023, we received a phone message to call ****** *******. I gave her a call back and addressed her questions. I reassured her that we are still booked with a full team to style her wedding on October 7, 2023. I apologized that the former employee does not work for Luxe anymore. I also told her that she did not provide insurance that would allow her to work with our team. She was reminded that deposits are non-refundable. (See attached wedding proposal). I followed up with ****** via email, because she hung up on the phone call. I wanted to let her know that we value her as a client and Luxe bride. This was my last reply and we did not get a response. ****** *******’s wedding party is still currently booked with Luxe. We are excited and willing to style this wedding with no hard feelings. If ****** decides to cancel our services, we request that she does this in writing.
  

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After reading the response from LUXE Hair Salon, it’s determined that a refund is still justifiable. I have not signed any legal documents that state deposits are non refundable. My stylist has also provided proof that she has been insured and will remain insured on the date of my wedding which is 7 October 2023. There is no reason for my stylist to have been denied the opportunity to do perform the service after talking with the owner. 
  

  This reply serves as written notice to the the owner that I am not interested in continuing business with LUXE Hair Salon for my wedding and still expect that the $1,068.00 is refunded to me. Once again, I have not signed anything stating that deposits are non refundable including the deposit form in which the owner attached to their response. 
  
  Regards,
  
  ****** *******

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