ComplaintsforMain Street Salon

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into this salon last week on 3/13, I showed the hair stylist a very specific picture of what I wanted. She said she could do it, when she was finished, it looked nothing like what I had asked for and my hair was ruined. I expressed my concerns only to be told to return the following week for her to fix it. However, she still charged me that day $305 which I paid. Upon my return, she ruined it even more and then charged me once again another $60 after I had already explained that this service was only to fix her previous mistakes so I do not feel I should be charged. She proceeded to charge my card and did not even apologize for ruining my hair. I would like to request a full refund

  Business response

  03/27/2024

  This client has been a blonding client 6 times the salon. On 3/13 it was her first appointment with us going darker.  Which is a huge change for anyone. My stylist explained the process of going darker from blonde and how it wont be exactly like her inspiration photo. she was fine with that. Once the service was complete the client did express it felt dark.  My stylist told her after a few washes it will lighten up and if it still feels too dark she can add some blonde pieces.  The client was satisfied and was charged $280 and left a $25 tip. We did not hear from hear. The client then booked herself another appointment on 3/19 stating in her notes "Just want to tone the highlights in the front a little darker" My stylist did charge her $60 for product and time discounting $40 from the original cost. the client left saying it felt much better.  The client didn't contact the stylist or myself. Later that day she wrote a review on ******* which has since been taken down for violating their terms on being threatening. Then filed this complaint.  Once I saw this complaint I called and texted the client only to hear back 24 hours later she didn't want to discuss anything with me.  Usually if a client is unhappy they come to me first, which I'm more than happy to make any situation right. She did not give me the chance. In summary, the client wanted to go darker.  Going darker does not damage the hair. Her choosing to go darker doesn't mean its a mistake by my stylist. Her after picture was very similar to her inspiration picture.  The picture she posted does not reflect how it looked when she left the salon. I'm attaching her before, inspiration and after picture. Thank you.

  Customer response

  03/27/2024

   
  Complaint: 21456464
  
  I am rejecting this response because:
  The stylist never informed me that my hair would not come out like the inspiration picture I showed her so the fact that the salon owner is saying that when she was not even there shows that is a lie. The salon owner is not offering any type of resolution to make things right. I am requesting a refund so that I could go get my hair fixed elsewhere.  
  Sincerely,
  
  *****************

  Business response

  04/04/2024

  Hi there, I would like to know your process for a resolution.  This client never contacted me regarding her dis satisfaction.  I'm more then willing to make clients happy.  I don't give refunds without discussing the situation.  She went straight to ****** and BBB to complain.  I called her and texted her without hearing from her over 24 hours that she didn't want to discuss anything with me unless I give her a refund.  That is not how I conduct my business.  This going back and forth through BBB doesn't make sense to me. She regrets going darker, that is not a mistake on our part.  There was no damage done to her hair.  My stylist did a great job and fully communicated what the results would be. Shes unhappy with her decision to go dark after being blonde.  Usually, the client communicates with the stylist or myself if they are not happy and we always make it right.  But in this case she did not contact either of us. Thank you!

  Customer response

  04/19/2024

   
  Complaint: 21456464
  
  I am rejecting this response because:
  It does not involve any resolutions. The claims made are incorrect. I did express that I was not happy with my hair at the first appointment which is why I returned the next week to get it fixed. The stylist did not fix my hair right then and there because she said she wanted to go home early and told me to come back in a few days if I couldnt get use to all of the colors she put in my hair that looked nothing like the inspo pic. I came back to have her fix my hair by adding some darker color to tone down the huge contrast and patches with harsh lines she had left in my hair which she charged me for. I did not reach out to the salon owner because the stylist had explained to me before that she is an independent worker who has for her station and is basically self employed so I find it pointless to contact the salon owner. Even still, I responded to the salon owner with a picture of the disaster that was done to my hair and she still said it was a great job. I refuse to go back and forth with her which is why I sought help from the better business bureau, and I am prepared to take this case to court if needed because I do not feel it is  fair to have to pay $360 for someone to ruin my hair. Will I get a refund, or not? Please let me know. Thank you. 
  Sincerely,
  
  *****************

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