ComplaintsforSalon Nova

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Salon Nova performed a color service on my hair on September 2nd. When I got home I was looking at my hair and it appeared to have an orange tint to it. I contacted the salon to let them know of my bad experience and had asked them for a refund of my $170. They did not want to give me my money back but instead wanted me to come back in and have someone else perform a color service on my hair. I had a bad experience here... why would I go back!???

  Business response

  09/20/2022

  I would like to give you the full account of the situation so my apologies if this is long.
  
  ******* was a new client to our salon originally scheduled on 8/22/22 at 4pm. We have a cancellation policy which she was made aware of and agreed to upon making this appointment. When she arrived on 8/22/22, she walked into the salon at the time of her appointment and cancelled citing her son had locked himself out of his home and she could not stay. Although this normally would have resulted in a cancellation charge since no notice was given, we opted not to charge her since she did reschedule and wanted to show her some understanding.
  
  When she arrived for her newly rescheduled appointment on 9/2/22, she was insistent that we use a particular formula on her hair which the stylist did not fully agree with, she was quite argumentative.  One of our senior stylists and educators intervened to assist in the consultation. In hindsight this should have been the point where we told her we would not service her, which I did discuss with my staff after the fact. During her services, she was demanding and tried to orchestrate each move of the stylist. In addition, he client was not at all concerned with the health of her hair which is something we pride ourselves on.
  
  I would like to add that the client stated in her first email after her appointment, that she had already gone to a beauty supply store and applied another product to alter the color of the hair. 
  
  We stand by all of our work, but have not even had the opportunity to see her hair since the initial visit. We have offered for the owner to make any adjustments to her hair  personally. We are proud of our reputation and have great reviews from our wonderful clients if that is taken into account in any way.
  
  I am happy to send you the emails if that would be helpful. 
  

  
  

  Customer response

  09/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: well first of all I wasn't demanding or argumentive.  I was explaining to the stylist what would work best on my hair.  I felt it would be helpful to her since I know how my hair is and with how much warmth it pulls if not using a high volume developer.  When my hair was finished and I got home I saw it had an orange hue to it.  I did phone the salon asking for a refund.  They wanted me to come back and have it corrected.  Like I said in my complaint, I'm not going to go back somewhere I had a bad experience.  And yes I went to the beauty store only to purchase a correcting shampoo.  It wasn't color or bleach.  It did help tremendous in toning down the orange. I'm sure a lot of people are happy going to that salon.  I wish I was.  Good business is making customers happy and I'm asking for a refund because my experience wasn't a good one.  
  
  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. ↩