Complaints

• Initial Complaint

  19/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this salon and asked the owner for a certain colour I wanted. She told me to sit down and started. After it being done it was clearly not what I wanted (she destroyed my hair and I have pictures). After trying to come up with a resolution she blamed me for the kind of hair I have and said she explained it would not come out the way I wanted when she never told me that. If she told me it wouldn’t come out the way I wanted I would have thanked her for her time and left the salon. She never offered to fix it and didn’t even offer a discount or refund.

  Business response

  20/06/2023

   **** ** ******** ****** ***** ***** *** ************
   I regret receiving an unhappy report from a customer.
   From now on, I will express my position on this matter honestly and professionally.
   The client's name is ******, and she came to the salon for hair color.
   She had booked an Ombre hair color for long hair through online booking, and its price was $280.
   However, she actually wanted a picker foil highlight instead of Ombre, so we started with a price consultation.
   Our salon's price for partial foils starts at $125.
   I offered her a price of $80 for one session of foils, and the price for long hair solid color, excluding foils, was $160 because she wanted to redo the base color all over with her previous black box dye hair.
   (Our price for long hair color solid color is $190.) I believe she checked our price online.
   I assured her that I would not overcharge her and gave her a better price because she was a first-time customer and I wanted to keep her as a regular client due to her beauty.
   I had a consultation with her, and she told me she hadn't had a haircut for four years and had been continuously using black color and dark brown color during that time.
   The most damaging service for hair in a hair salon is bleach, and the most challenging task is transforming hair that has been repeatedly dyed black with box dye at home into blonde color.
   I told her about my experience and had already consulted with her. She showed me a color photo she wanted, but I told her that I couldn't achieve that color.
   I explained that it is not easy to achieve that color from black box-dyed hair and that even after three or more color corrections, I couldn't guarantee the desired result.
   Since she wanted to maintain her long hair, I explained that I would use foils instead of high-volume peroxide solution to protect her hair.
   She didn't want a base color due to the price, and I explained the additional price for every service. She accepted it, so I proceeded with the processing.
   I told her to let me know if she didn't want to continue the processing at any time, and I explained the progress at every step. She was okay with it.
   After the first processing for 40 minutes, I showed her the lifted color, and I told her we would do the second foil. She was also okay with it.
   After the second foils, I planned to show her alternative color options if she didn't want to proceed further. If she wanted three rounds of bleaching, we agreed to continue the processing.
   She had a phone conversation with someone, and she wanted to stop after the second processing for 40 minutes and didn't want toner either.
   Even though I provided shampoo and treatment, she didn't want a blow-dry either.
   I explained that it's not good for the scalp if it's not dried in the cold outside, so I offered to only dry the scalp while leaving the hair wet. Other hairstylists wanted to blow out her hair, but she was fine without it.
   After she left the salon, I received a call from her sister, who demanded a refund without listening to any explanations. She threatened to publicize this on social media and force me to give a refund.
   I have 30 years of experience as a hairstylist, and my salon has been in
  
   I am a hair stylist with 30 years of experience, and I have been running my salon for over 20 years.
  Above all, I have always emphasized the importance of hair diagnosis and consultation with clients. It is crucial to inform the staff about what the client wants and what I can or cannot provide as a hair stylist.
  I thoroughly explained it to her.
  I told her that scalp treatments are not necessary for protecting the scalp, but if she wants it, we can do it during the final processing time.
  Naturally, bleaching will make the hair brighter than black-colored hair, and repeated coloring may not achieve the desired color outcome.
  Bleached hair alone, as shown in the photo, cannot be made even.
  Even natural hair cannot be made even.
  As an experienced hair stylist, I professionally expressed concern about her hair condition and provided the service.
  I could have evened out her color with toner, but after talking to her sister, she decided to stop the service, and until she left the salon, she did not complain about anything.
  Her sister probably wanted a refund because she thought the price was expensive.
  However, I showed her the printed receipts twice and received confirmation.
  I had a consultation with her on CCTV, and there are witnesses to the entire situation. Although the sound cannot be heard, I have attached the video file as evidence. In the video, you can see me discussing the price and explaining every step to her.
  As the salon owner or as a hair stylist, I did my best, so I cannot offer a refund. If she falsely posts on social media, I will not tolerate it.
  I have attached the picture when we do consultation. If you need more video to prove it, please let me know. I tried to send all the video when she was here but it looks like file is too big to send. 
  
  Thanks for taking your time to read this.
  Best regards,
  ******** **** 

  Customer response

  21/06/2023

  
  Complaint: 20202417
  
  I am rejecting this response because: what this owner is saying is not what was discussed. If I was told it was not achievable I would have left the salon. I was never worried about the price, I hadn’t been to a salon in 5 years and wanted to make sure it was done properly and that is why I went to a salon. She did do two applications of bleach, when it did not lift the colour what so ever after the application I could tell she was starting to hesitate and then started giving me a speech about how it was not possible. I would really appreciate it this stylist stopped putting the blame on me. If she was an honest stylist I would have left the salon. I was so embarrassed on my way home with how my hair looked. I will never visit a stylist again. 

  
  Sincerely,
  
  ****** ********

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