ComplaintsforTuscan Sun Spa & Salon

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment for a haircut and all over single process color on December 9, 2021.  When I checked out I asked what the total was so i could calculate my tip amount and was advised the total would show on the payment screen where you insert your credit card.  The total showed $140.00.  I added a $28 tip and removed my credit card. i was then handed my receipt.  When I got home and looked at the receipt the total listed was $184.10.  The total should have been $168.00 (hair cut $40, color $100, $28 tip), but there was an additional charge of $15.19 listed as "scaled product" and .91 in tax.   I contacted the salon a few days later and spoke with a manager (unfortuantely I did not write down her name) who advised me the charge was so they would be able to identify my color the next time I came in. I advised this explanation made no sense and asked if I was actually charged for the amount of color used.  She would neither confirm nor deny.  When I explained that the cost of color is always included in the cost of the color she then said they now charge for this and all customers are advised.  This is not true.  No one discussed charging me for the color and this is not disclosed anywhere. Not on the salon website, not in the salon and no one verbally mentioned it.  Had they mentioned it I would not have been shocked to see the extra charge on my receipt. They made no offer to remove the charge.  

  Business response

  01/28/2022

  To whom it may concern,

  The client in the complaint called in to inquire about the scaled product charge on her receipt from 12/9/21. We had changed the way we charge for our color services since the last time she came in. Her last appointment was in 2020. We had advised clients of the change in pricing, sent an email to all clients, and announced the change on social media. We charge a service price and then weigh the amount of color used and charge a product price for that scaled amount. Our manager explained the change in policy, explaining that she was just charged for the amount of color used on her hair and that the change in pricing was announced since her last visit. The client became upset and said that it didn't make sense and hung up. She never asked for a refund. 

  Tuscan Sun Spa 

  401 Boyers Ave

  Morgantown,WV 26505

  304-296-1325

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