ComplaintsforSalon Eleven

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 12/21/2023 Amount Paid: $570 They committed to providing me with a particular hair color that I requested. Provided pictures for reference. They did not provide the desired hair color. They damaged my hair and refused to even admit to the mistake and apologize. They have not tried to resolve the problem. They want me to go in and have that same person play with my hair more, but my hair is all breaking off I will not let them touch it again. The number 1 thing to know is that I DID NOT get the hair I requested, NOT EVEN CLOSE. On top of that, April worked VERY slowly and was dragged out for approximately 8 hours. I have about 12 inches of very thinning hair. I researched and found that people spend the same amount of time on very thick 30-inch long hair WITH BETTER RESULTS. About five days later, it became clear that my hair was all burned and breaking off. The strands that are left have turned olive greenish, yellow, and orange. I had requested silver hair As of the day of this complaint my hair is not silver at all but it is blond. Then there is the matter of lack of transparency when it comes to what to expect and when it comes to pricing. She never told me what to expect or what other outcomes I could possibly get which led me to believe that I would get what I requested. During the whole process, I was turned away from the mirror, so I couldn't even see what she was doing. As for pricing, pricing was never communicated beforehand. Now I understand why the hours and the foiling were dragged out, she charged by the hour. I was charged more for my short, thinning hair than others at other salons for longer and thicker hair. After the job was done she told me the price, I felt trapped and tricked. Yes, I should have asked before, but I never imagined that there would be deception in a "professional" setting. After the excessive charge a tip was prompted making you feel obliged to pay that also.

  Business response

  01/31/2024

   Before the appointment with this client she shared some photos of blonde hair that she wanted. Upon coming in for her scheduled appt she showed entirely different photos. The technique in the new photos were to follow that individuals natural greying pattern to reduce the need for constant touch ups and be as close as possible to the natural greying pattern. Her greying pattern was not the same as the individual in the photo. She also had previous colored hair from a home box color.  Yes I took 8 hours to complete this as it is a corrective color and requires multiple steps and it’s very intricate work. 8 hours is not above average for this type of work. I normally charge a per hour rate for color corrections of $100 per hour since I must use an unknown amount of products to achieve desired results. I found the client to have an average amount of hair not thinning in my professional opinion, it’s very common for people to think their hair is thinning when they don’t have the same amount of hair as they had in their youth. Researching on the internet does not make you a professional. Pictures are altered online and each individual has a different case. I work as fast as I can as , I’m not into wasting my time or the customers time. That being said it is not unusual at all for these types of corrections to take 8+ hours. She stated she didn’t want blonde hair. and she didn’t want to have to keep coming back to the salon as it was her first time in a professional salon. The process to achieve silver hair is the same as the process for blonde. She text me the next day with a very nasty text message that I tried to respond to but she just kept insulting me so I didn’t continue to respond. She refused to come back in the salon and it is not customary to refund without seeing it or having a chance to correct what the client was displeased with as I cannot know for sure if they have altered their hair in any way . Her hair was not breaking off when she left the salon and she even commented that the blend around her face was perfect. She in no way was forced to leave a tip. The checkout screen includes percentages, a no tip option and also a custom tip option.

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