ComplaintsforBun Headd

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 9th I asked ***********************, the owner of bunheaddhair, for a single color all over my hair. I asked for soft chocolate brown. She dyed my hair black, it was obviously too dark, but she assured me it would show more brown in the sunlight. It did not. I messaged her on Instagram to let her know. She suggested I wait 4-6 weeks because she doesnt use permanent color, and it would fade. It did not. She also didnt tell me she would charge me to fix the color as if it were a whole new appointment. She admitted to me that the same thing happened to two more of her clients, and she suspected her products had a manufacturing defect. When I went back to her on June 20th for her to fix it she had to bleach my hair to lighten it to get back to brown. She didnt apply dye on my hairline in one spot, so I have blonde baby hairs with a couple of brown hairs, so its super obvious. Plus its more auburn now than brown, but at least its not black. Shes refusing to give me any money back even though she has damaged my hair, and admitted to using suspected defective products on multiple clients which is dangerous she shouldnt be licensed and practicing. Attached are the inspo pictures for the color I wanted. The next pictures are the black she gave me and the auburn that my hair is now including pictures of my ruined hairline. I also included our interactions on her business instagram. She verbally told me about her defective products, but she has a camera in her suite so it would have her recorded telling me that on June 20th. I also cant find anything on her website stating she has a no refund on services policy

  Business response

  06/25/2024

  A few things in regards to this complaint;
  1. Regarding the dark color, ****** sent multiple photos as inspiration through the new client consultation form which Ive attached. Two of those photos are a dark brown, which we did achieve. I did admit maybe there was miscommunication at some point, but it would lighten up over time. Had ****** insisted she wanted her color fixed right away I absolutely would have, as my policy is one week to make any adjustments at no cost. I suggested she wait for it to fade as it typically does at 4-6 weeks. I heard from ****** once more and reminded her it had only been 3 weeks and to give it more time. (At this point my adjustment period was over.) she agreed both times to this, so I did not know she was as unhappy with her hair as she seems to be. 
  
  2. my refund policy has been on my website since Ive had one, it states I am happy to make any adjustments at no cost within 1 week within reason, but I do not offer refunds. Ive attached that as well. My website also clearly states to read through my policies before booking so you are familiar with the process. 
  
  3. the baby hairs in question are just that - baby hairs. Sure, I probably couldve gotten a little past the hairline, but I viewed those as baby hair hairs on her forehead. However I was still happy to fix it and did not fight back on that at all, as you can see in the conversation ****** provided. 
  
  4. I still at the end of everything offered to fix her color if she wasnt happy with it, however when she left the salon she never said she wasnt happy, she said it was much better and liked it lighter. 
  
  5. in regards to the malfunctioned product I never said this was it. I offhandedly mentioned this happened to a few of my other clients so maybe it was a batch issue, but I wasnt sure. However my other clients in question are happy with their results and have no issues whatsoever. 
  
  6. Both appointments, we agreed to approve beforehand, as I always have the conversation of budget before I begin my services. ****** agreed to the prices, and the procedures done to her hair. I even told her I heavily discounted her second service, because I felt bad there was miscommunication and her hair did not fade how she expected. So not only did we agree to a price, but I did discount it, which I do not typically do. 
  I apologized many times for clearly being on a different page than ******, and even admitted I may not be the right hair stylist for her, as I seem to not understand her vision. Color/ hair/ art is subjective so I dont think I see clearly what she is wanting. But even then I still offered to make adjustments to her color and her hairline at no cost. 

  Customer response

  06/25/2024

  Complaint: 21891453
  
  I am rejecting this response because:
  Clearly evident by the attachments I provided, I followed her advice on waiting the 4-6 weeks because she assured me the color would fade. I have found nothing on her website stating that if Im unhappy, but follow her suggestions since she is stylist, that she would charge me for another service. She also never verbally told me this.

  The other pictures of the darker inspiration pictures were sent merely to demonstrate the cut. ****** knows that we discussed this in person. Just like she knows that I specifically said soft chocolate brown.

  I trusted she as capable of fixing it, so I agreed to the price, but she ruined my hair again. I would be dumb to take her offer to fix it at no cost because she has proven twice she is incapable. 
  

  The disregard also in her response for her missing a whole portion of my hairline shows her dedication to doing her job well 

   

  
  Regards,
  
  *************************

  Business response

  06/25/2024

  There is nothing left to say here, as I feel both sides have stated our cases. Im very apologetic and distraught over the client not liking her hair, and I never want things to get this far, but as it stands, I offered to fix it, I was willing to do that for free, as I do not offer refunds per my policy.

  Customer response

  06/25/2024

  Complaint: 21891453
  
  I am rejecting this response because:
  

  Your policy is made up. 

  
  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. ↩