ComplaintsforDLNIA Salon
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Complaint Details
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Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to see ******* on 3/23/24 at 10am at DLNIA hair salon for a hair appointment. I showed her 3 pictures of the color I wanted, and told her to keep my dark color. She agreed and we decided on a brown color balayage. I ended up being a blonde, with burnt hair, specifically around my face. It was not what I wanted. She said if I didn’t love it, to not box die it, that she would do it free of charge. At 4pm, I had to go and do a grocery pick up. Once I was finished, I texted her asking her to fix the front of my hair because it was too bright and I didn’t like it. She agreed, and said she was going to do a reverse balayage that same day. She only did a couple of strands and didn’t do any difference. She didn’t even wash my face framing hair strands with running water. She used a spray bottle and a towel and I left unhappy and smelling like chemicals. Since she had her baby working with her all day , I didn’t want to make her stay longer so I said I was going to let her know if I wanted darker again. On 3/25 I asked her if she can just cover the blonde and put my natural hair color and she said yes, but it was going to be $75 . I did not reply back since I had already paid $220 the first time and gave $10 More when she did the “reverse balayage “ I would like a refund. I still have the picture that I showed her and the one she did. She burnt my hair and then promised to fix it free of charge and did not keep her word. She went too light and I spent hours with bleach on my hair that damaged the front hair .Business response
05/07/2024
This client first contacted me through my social media account and said she wanted some highlights and we scheduled her for a consultation and possibly appointment for the 3/23/24 at 10am. She had originally sent me this photo for her inspiration and I was more than happy to deliver this beautiful color for her. The price for the service was $175 we used 1extra bowl of color which is a $20 up charge. But after she sat in my chair and we did a thorough consultation, she told me that she had had many previous chemical services and had recently boxed dyed her hair dark brown in November. I told her the consequences of box dye and how damaged her hair was already. She insisted on getting this service. I told her I wasn’t sure of getting her hair that light but once we get the lift from the chemical lightener I will let her know what shade we could tone her to. She said she knows her hair is already damaged and she needs stylists to just do what she asks for if it can be done. She also said she wanted a blond money piece. She said she had tried to do it herself at home reason why her front hair was a little short from damage. I warned her that put more lightener on those pieces was very risky. We were both concluded with this consultation and proceeded with this service. While her hair was lifting I was transparent and showed her the shade we had from just lifting without a toner(which was a yellow tone, all I needed to get her the shade she wanted). She then started searching for different new pictures which were not included during the consultation. Unfortunately she did not send these pictures to me as we were looking at them from her phone. I then proceeded to apply the gloss we both agreed on. She was very excited and said no stylist has ever successfully had her this blonde. We took pictures and she left happy. A few hours later she messaged me and says the money piece is too light. I told her to come in and I can put some low lights in the money piece. She came back and I asked her why the change of mind? She said boyfriend thinks it makes her look older. I happily put a few lowlights in her money piece area. She asked what the price was for the lowlights I just did and I told her it was free. She the gave me a $10 tip and left with a smile on her face. Her hair was not healthy because she had multiple previous chemical processes, but it was the same as she walked in before the service. On March 25th she sends me a message and says she wants to go back to her natural color. I politely told her it was $50 for a gloss and $25 for the wash and style, which I thought at the moment was a good deal. She went silent on me without any reply. We did not negotiate, she did not tell me what she was thinking nothing. A week or so later she walks into the salon where I work with all dark brown hair asking for a refund. I told her there was nothing I could do to help the situation since she already colored it back to dark brown. I would have politely put a dark brown gloss over her hair without any issues. If she expressed herself more and asked for a discount or a free service. The total price for the service was $175 and $20 up charge for an extra bowl of color we used(I gave her a free haircut). Total ?? $195. She gave me a $25 tip for the service. Plus a $10 tip after I did the few lowlights(did not charge her for this) in her money piece. Bellow are pictures of the conversation we had and her hair before and after the service
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.