ComplaintsforLuna Hair
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Complaint Details
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Initial Complaint
06/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Buyer beware. I booked a full color service at this salon when I was looking to go back to my natural hair color. I went to the appointment and told my stylist my intentions and the results were great! I loved my hair. It was so similar to my natural color after being bleached for so long. However the employees continued to book the same service for me over and over again after that first appointment. I kept up w the appointments thinking that my stylist had a plan for me. It wasnt until I ran into some financial trouble and could not keep up with the expensive appointments that there was a problem. I did not confirm the next appointment and called to let them know as a courtesy that I would not be making It. They charged me $140 for cancelling an appointment that I never confirmed. I was upset by this and tried explaining my situation to the owner. She just told me that I was being aggressive and that I need to respect her cancellation policy. They clearly did not care that I was having a hard time financially or that I was a repeat customer. It really sucked and now I have even more debt. Feels kinda scammy??Business response
07/23/2022
Hello, This transaction was due in part from a client that did not cancel her scheduled appointment in the allotted time we require for cancellations.
*************** was in the salon on March 3rd 2022 to get her hair colored. Once completed she walked to the front desk and scheduled her follow up appointment for June 2nd, 2022. At that time she was made aware of our cancellation policy. She also received a text message reminder immediately with details about the appointment she just scheduled. In addition to that, she received a text message 72hours prior to her june 2nd appointment asking her to confirm or cancel the appointment. ( which she did neither) instead, she called the salon just a few hours prior to her scheduled appointment to cancel. She was well aware of our policies and failed to act.
i've attached our policy cleared written on our website. Im not sure how many times we have to remind people about our policy, or have the general respect to cancel the appointments THEY scheduled.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.