ComplaintsforBella Capelli Beauty Academy a Paul Mitchell

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my two children to get their hair done at Bella Capelli in Robinson on Tuesday February 28,2023. There were two students that worked on my children’s hair and a teachers name was Austin who advised me that they were able to do my children’s hair how I told him and showed him a picture after the first time my children’s hair was dyed and washed the hair color was so messed up and not even close to the picture that the teacher even tried to tell me how perfect it was and when I express my feelings to him about how messed up it was, he then agreed which was the first time he lied to be because he tried to say how perfect the color was. He agreed It was messed up and wanted to fix their hair he told me they were only able to use a 20 volume and that is exactly why they were not able to get the haircolor that was needed for what I asked for which I further explain why was I told that you could get this hair color without the correct products he said no they can. It just has to be done slowly and surely and they can re-dye the hair. They re-dyed my kids hair and the second time he assured me it was a simple fix and now they are left with hair strands that are 4 to 5 different colors completely fried off in spots and I contacted the salon asking for a refund after realizing I have to now pay for my kids hair extra to be corrected and I can’t even get their hair fixed because the hair follicle is now too damaged from them. My kids are left with purple, blue, yellow, and orange hair until the hair gets stronger. I contacted the store asking for a refund and the lady at the front desk told me I could talk to the Director. The Director told me they will not give me a refund but they can offer a conditioning treatment which is still not even able to fix the color that they did so the resolution is not even fixable, which they agreed with me. I am asking for a refund because I am not going to put my money towards a conditioning treatment when we are left with this color.

  Business response

  03/10/2023

  Bella Capelli Academy is a Cosmetology School. As a result, all clinic services are
  performed by future professionals in training under the direct supervision of a licensed
  Cosmetology Instructor. 
  
  The clinic services completed are part of the Future Professionals’ education, the steps
  to complete services may differ from those taken by an experienced licensed Cosmetologist and
  services take longer as this is a learning environment. The details about our student clinic are
  posted clearly in our clinic as well as part of the disclaimers that every clinic guest signs prior to
  receiving the service.  

  
   Bella Capelli Academy did respond to the initial complaint over the phone. In this
  conversation, the processes were reviewed. We did ask for the guests to come into the school
  for an assessment of the hair and to create a solution. If the assessment concluded that the hair
  was compromised, then at that time the guests would receive complimentary services to rectify
  the matter.

  Customer response

  03/18/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* ****

  They told me tone after time they have a supervisor so makes sites there is no mess up and after the first mess up they did explain to me they can and will 100% fix it just will take a few more hours because it’s a learning process too, which I completely understood. I have them 3/4 more hours of our time and it came out even worse and the hair was so broken and fired it cannot be fixed and they offered for me to come in and get conditioning treatments? I refuse to put my money towards them conditioning their hair with this supervisors who honestly probably don’t even know how to do that properly. I would like a refund. 

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