ComplaintsforSpice Salon

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a consultation with ******. It was my first time getting extensions. She said that she had worked with clients before with my hair type, and that two different extension types would work with my hair type. I picked the i tips. The manufacturer ended up sending k tips in error and that was what we used. After the first installation and before me washing my hair, the extensions started falling out. They continued to fall out after washing my hair and throughout the week. ****** offered to put the pieces back in while she contacted the manufacturer for new pieces since she stated it was faulty extensions. She saw the extensions and how they came out when I went in to get them put back in. After this, the extensions continued to fall out within two weeks of installation and she put them back in another time. I then had my second appointment where she took out the extensions that stayed in, rebonded all of them, and moved them back up on my head. She stated that my hair looked good and that no damage could be seen. This time the extensions lasted a little longer staying in before my wash where only one came out during my wash. However, it was short lived. I have had over 20% of extensions come out and she confirmed that this was not normal. It wasn't until I left a bad review that she contacted me again for a resolution stating that she would give my clip ins (lesser value than what I paid) and offered to take my current extensions out at no charge. She also stated how my hair had been pulled out at the root and she knew. At no point did she tell me this when she was putting extensions in my hair and she had even booked a third appointment without telling me this. She knowingly installed these into my head knowing they were pulling my hair out at the root. I want my money back plus reimbursement for taking the ones currently in my head out.

  Business response

  06/09/2024

  Hi *********, I am very sorry that you have not been pleased with your results. I have just received a notice for this complaint on June 5th 2024. After your last appointment when I reinstalled your extensions I had checked in with you if you were happy with results and you had stated you were, I did not receive a complaint from you until closer to your reinstallation date multiple weeks after my reinstallation service had been provided. At that point there are too many variables to consider to guarantee that it was an error with the application. When I tried to find out the solution for what the problem was I had not received a message from you at all. While trying to find a solution, I did mention to you that due to the few pieces of extensions that had come out; it seemed to be apparent that this was most likely an issue of tension. I stated this in each of our conversations and consultation that there should not be any major tension being applied to the hair extensions, because that can cause them to fall out. I have tried my very best to find a solution for this issue and you had denied my offer. 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I told ****** only 3 days after installation that extensions started falling out when extensions should last ***** weeks. She then stated that it was faulty manufacturing (texts attached). She stated multiple times that she was going to get me new extensions. After receiving straight instead of curly extensions, the company for the extensions asked her to return them. She didnt feel like returning them so instead reinstalled these faulty extensions into my hair stating that now it was because she did not put them close enough to my head. She did not refund me for the hair even after stating they were faulty and not returning the hair to get new pieces. After saying that it was due to not having them closer to my head, she did not refund me for the first installation. After saying she did not do the job right. There is also a text saying how disappointed I was with the service. Once again during the second installation, she did not tell me that my hair was coming out by the root and continued to put the faulty extensions in my hair again and schedule me for another appointment. The extensions were still coming out but at this point I was so fed up that I had decided not to go back to her. I did text saying the hair was coming out again and cancelled my third appointment. After moving and getting settled in, I left a review saying how disappointed I was with the service. That is when ****** reached out to offer me clip in extensions which are heavier and cheaper than the extensions I paid for were. After which, she started to say how tension was the issue. If tension was the issue, I should not have heavier extensions in my hair. Also, if she was paying out of pocket for those extensions, then that money could just go straight to me. After all of the money spent and extensions coming out by the root, I refused the offer because I didnt want her touching my head again. I then went to a master stylist to get my extensions removed where this stylist stated that the reason the extensions were coming out was due to the head of the west not being tight enough. This issue is made by the stylist. Since it was not tight enough the extension couldnt hold onto my real hair which is why they were coming out.

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

  
  

  Business response

  06/18/2024

  I have read the responds from the customer and wanted to make clear that there is false and inaccurate information included in the message above. The first appointment we had on January 3rd 2024 we installed her K- Tip extensions. She stated on January 6th that one extension had fallen out; I then quickly and efficiently found a time for her to come in and reinstall that 1 piece of extension that had come out. Not once did I state that the reason the extension piece came out was due to me not applying them close enough to the clients head. I re-bonded the extension pieces with a new keratin solution and then reapplied to her hair. I checked in with her on February 26th 2024 to check in and see how the extensions were holding up; and she responded saying yes they are staying in. I also did not state once that I did not do the job correctly. During our consultation I said with proper care to the extensions they do last ***** weeks. During our second appointment and our initial consultation I stated to her that you need to be careful with your hair extensions; because heavy tension to the hair can cause a few pieces to come out; along with natural hair growth and shedding of the hair. I also re-bonded them for her second appointment with the new keratin bonding solution; it was not the same keratin that had been installed initially. I again explained to her on April 10th that with natural shedding of the hair/ hair growth and tension being applied to the extensions that it is common for a few extension pieces to become loose. I still continued to try to resolve the issue and make sure she was happy with her results, and I did not receive a response from her at all until leaving a review.

  I again reached out to her to offer her a different solution; which she became combative and refused my offer.

  When she had gotten her extensions removed by another salon out of state; it had already been 11 weeks since having her extensions installed. 

  My biggest mission for each of my clients is for them to be extremely satisfied with their result; while also keeping the integrity and health of their hair in tact.

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I dont know what to do if she is going to lie. I clearly sent texts that show how she is lying. If she cared so much about her clients then give me my money back. She offered to give my different extensions. Then just give me the money you wouldve spent on that. She stated that they might not be close to my head after the first installation when she did not feel like returning the extensions to the manufacturer for new ones. During the second appointment she then stated tension. Again, they are supposed to last ***** weeks and did not last 3 days. As seen in the text, I was very disappointed because at that point several had fell out. I feel scammed.
  
  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. ↩