Complaints

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this salon for a color and a trim. I was very specific with the stylist and included pictures. My hair was quite long. The stylist dyed my hair much darker than what we agreed on and cut my hair several inches more than what was discussed. We agreed on about 1.5 inches trimmed, and she cut off about 6-7. My hair is ruined and looks awful. I spoke with manager who was rude and refused the entire amount that I paid: $421.

  Business response

  05/27/2023

  We have been in a lot of communication with this client over this situation throughout the last month. We have talked over the phone for 2 hours, brought her into the salon to consult for 2 hours and had a great conversation and came  to a conclusion together. Her husband was present as well. We agreed upon her getting extensions and helped tremendously with the cost of them. We got the extensions delivered and had an appointment for her to come in and she canceled the appointment and asked if she could just pick them up and we agreed as long as she signed a release taking all liability off of us. She agreed and signed the form as uploaded here with her husbands signature. The release form also states that by signing and getting the extensions that everyone was happy with the resolution of the situation. We have asked for them to quit contacting us as well as the brand we purchased the extensions from has asked us to tell her to stop harassing them as well. We have tried all solutions and even have a signed agreement,  we cant help anymore than we have. We will not be offering any refund. 

  Customer response

  05/30/2023

  I am rejecting this response because:  The business has presented incorrect information. I was provided an extension piece that, appears to be used, and is 2 inches shorter than the item I paid for. Furthermore, the item does not function as intended, most likely due to use prior to my receipt of the item. At no time did I state that I was happy with this item.  

  At no time did the salon request that I discontinue contacting them, as I have not contacted them. I was contacted, by the salon, on multiple occasions. The manufacturer requested that I provide pictures and they were provided. At no time did the manufacturer request that I not contact them either. The manufacturer's representative was extremely communicative and helpful. The last time I spoke to the manufacturer was through an email sent to me, from the manufacturer, informing me that the pictures would be forwarded to management. There was no request to cease contact nor did they indicate any other issue. It also makes no sense that the manufacturer would ask the salon to request anything of me, including to cease contact, as the manufacturer knew I was not willing to speak with the salon and had been communicating with the salon on my behalf. 

  The decision was made to have my husband pick up the hair piece from the salon after I felt unsafe during my previous visit to that salon. The salon's claim that this was a happy arrangement is false, as I cried throughout and it ended with my personal space being invaded and a statement of demand being made for a positive review. Because of this behavior, I opted not to return to this salon. I was extremely uncomfortable and felt unsafe. 

  I see that the salon continues to share a document with a signature that is not my own. The truth is that my husband was told that the form must be signed to take the hair piece. He signed the form, without any knowledge of the hair, as a condition of taking something we had already paid for and outright owned.  

  Finally, my regular stylist was left with no choice but to cut my hair even further, as the cut I was given at this salon was uneven and had to be corrected. The hair piece I was given is 14 inches, instead of the 16 I paid for. While I believe I deserve a full refund for this entire situation, I see that the salon is refusing. It is unfortunate that the business has turned this into personal attacks and lies. I cannot force them to do the right thing, but it is my hope that no one else ever experiences it, and if they do, this business learns from their mistake.
  Despite my financial loss of just over $687.00 to this salon, it is the personal loss of my hair that has stayed with me. To this day, I cannot think about it without tearing up. I was not prepared for all of my hair to be cut off without my consent, nor was I prepared for the barrage of attacks and lies that followed from this salon. It is a great disappointment to see a business take this route. While I wish no one ever has to experience this again, I hope the salon learns something from the mistakes they have made in this situation. I realize that a refund may be financially difficult for the business. While it hurts me to lose all of my hair and pay almost $700.00 for it, I would be more than happy to accept an apology from the salon.

  Thank you-

  Business response

  06/12/2023

  This client has tried every angle to try to get a refund on her service and now her extensions that she did agree on. We have apologized profusely to her and her husband due to them being unsatisfied since day one. The document ***** husband signed clearly stated her name on it. She was the one who sent him up to get the hair from us so she was very aware of what was going on. When she came in for her consultation he was with her as well. **** and her husband agreed on the resolution of extensions as that was the solution. We set her appointment for install a week later than that day when she came in and ordered them. I have uploaded our receipt for the same exact extensions her husband picked up that day and signed for. We have had halo brand call us numerous times over this complaint to assure we are following protocol and they have agreed and confirmed that we have done nothing in the wrong from ordering what she agreed on and getting them to her in a timely manner. The idea that the extensions are used we have no idea where that is coming from. We do not keep any used halo hair in our salon. The only hair we have in salon are our samples that actually have the word sample on them. If the concern that the hair is used we would be happy to have halo call her to assure her that we purchased that exact hair just a week before but the receipt has the dates on it as well. We are not sure where else to go from here but we have tried and have given everything but a full refund like she is requesting. The fact that she agreed enough to have paid a portion of the hair is enough evidence that she agreed to this as a solution and to also sign a professional form with a witness and pick up the hair along with a receipt of the hair should be enough proof that we have tried to do all we can for her. We are sorry it has gotten to this.

*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. ↩