ComplaintsforSupercuts Hair Salon

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a hair coloring appointment for Friday January 28, 2022, at this Supercuts Hair Salon location. The hair technician appointed to me is named ******. I went in with some **** roots and partial highlights in my hair already and explained that I wanted to cover the highlights and **** and have all of my hair light *****. She showed me a book with the colors and I chose the light ***** color that I wanted. The technician acknowledged the color and began the hair routine. During the process, the technician mentioned that my hair was to only be treated with the color for 30 minutes so she set a timer. While I was waiting, she took another customer for a haircut. The timer goes off at the 30 minute ****, but the technician did not attend to my treatment until 15 minutes after due to not being done with the other customer. My treatment color stayed on 15 minutes longer than it was supposed to. The result was that my hair was now black, not light *****, as I requested. The technician acknowledged that she made a mistake and that my hair was too dark. She told me to go home and rinse it after 3 days and the color will lighten. However, when I got home, I could not accept how dark it was so I called the technician to speak with her about it again. She told me to just come back the following day at 10:00am and she will try to correct it. I then spoke with a manager named ******* to request a gift card and/or my money back because I was nervous to have the same technician redo my hair color again. ******* said that they do not give refunds but still come back and he will try to fix the color. I took his recommendation, went back in the next day, and gave him a chance to fix it. He could not fix it. My hair is still black in color. Two days later, I spoke with the district manager named ****** but she was very rude, did not help me, refused to provide the owner's name, and hung up on me after I explained the situation. All I want is my hair fixed.

  Business response

  03/22/2022

  Responding to #******** I spoke to the customer regarding her color. I explained our no refund policy and invited her to return to the salon but customer did not want to return to that **********************. She was invited to go to another of our salons which she agreed. Customer did sign a wavier of what color she agreed to prior to the service and that was the color that she received. She also had a conversation with the manager but the manager had to stop the conversation because of the profanity that customer was using. When I explained that we were going to redo the color once again she said we were going to do her color multilabel times until she was satisfied. I explained once again that we were going to redo the color that she requested the first time. Once again she started using profanity and I did tell her that I was going to hang up if she could not stop yelling and using profanity. I told her she could call back when she was calm and she never did. I am the ** and follow the policy set by the owner.
  Sent from ***************************
  

  
  

  Customer response

  03/22/2022

  Complaint: 16706803
  
  I am rejecting this response because: I never used profanity toward anyone. **** was being ruined and started to yell at me over the phone so I did the same thing. **** hang up on me and told me not to call her back. She never told me when I calm down I could call her back. She refuse to give me the owners name which is **** and its own by COOLS GUYS CUTS LLC. . No where in the store is there a sign that says no refunds. I still want a refund.
  
  Regards,
  
  *************************

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