Complaints

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hair colourist, Sheila L*, turned my hair green after dying it. I immediately communicated it was not okay and she told me to wait after one wash and then come back for her to fix it. I attempted contact by text 3 times and went into the salon. I was ignored via text and when I went into the salon she said she would contact me to schedule an appointment. 25 days after the appointment I still had not heard back. I asked for a refund so I can get my hair fixed. Sheila replied to this message stating said she could not give me a full refund as her supplies cost half the amount. She was paid $290 ($270 for service and $20 tip in the promise she was going to fix her mistake). I communicated I did not agree with this and pointed out that she was saying products cost $145. Please see attachments of correspondence. She returned half the amount. I would like a full refund to attend another salon to have my hair fixed. I would like the refund in its entirety. Please help.

  Business response

  06/10/2022

  I would like to start off by stating that I have been doing *********** hair for approximately 3 years. In those 3 years we have been doing the exact same colour as she usually desires. When she came in for her appointment in Sept it was no different she stated what she wanted and it’s usually what I normally do for her and that’s what was done. For her to say her hair was green is a really big false accusation. I’m a professional colourist and I take my business very seriously I will never let someone walk out of my salon with green hair. I would understand her wanting a full refund if her hair was damaged, her scalp was affected or any other serious matter however that didn’t not happen at all. I’d also like to mention that I am a one man business that means I do all my bookings and the work all myself I do not have admin help so when someone messages me it takes me a few days to get back to them because I’m extremely busy. So for her to repeatedly keep messaging I was borderline harassed. And for her to come to my salon unannounced is also harassment.  This is a service industry and my policy is no refunds however I was very uncomfortable with her harassing me to fix something that didn’t need to be fixed because as I stated her hair was Not green. I only agreed to offer her a half refund because I did not want her to return to me as a client. I thought it was truly fair on my end to give her half because my product and time was used as well. Now looking at that matter I don’t think she should have received even half back. I would like to request for her to refund me back the amount I gave her and request that I be paid in full because I truly believe I did not do no wrong here. She was unhappy with her hair on her own terms it honestly had nothing to do with me and my work. 
  
  I hope this matter can be resolved as quick as possible 

  Customer response

  15/10/2022

  
  Complaint: 17932817
  
  I am rejecting this response because:

   

  I would like to address my initial statement. Attached were the text correspondence between myself and Sheila. The screenshots reflect my comment regarding how I would like her to do the colour. On August 1, 2022, I wrote “…Also I know we
  normally go for a more ash
  look but I'd like it to be blonder.” Sheila acknowledged and replied “np” (no problem).
  Furthermore, I stated my hair was green at the salon and my numerous text correspondence after the appointment were on Sheila saying to come back and she will fix it. As I addressed it on the messages, it was not denied by Sheila. On a personal note, it is highly offensive to read that following up to a service that was not completed but paid in full is harassment. When I went to the salon, Shelia told me she would book me the day but I told her I was working and needed a different day to which she said she would contact me… at no point did she say she wasn’t completing the job and was harassed to finished the service. 
  Sheila also states she has a no refund policy. This policy is not posted anywhere on her Instagram business page and was never given in any form of contract (receipt, business card). 
  Sheila did not offer any refund-I requested a refund as I stated I wanted to part ways and needed my hair fixed and needed the funds to have my hair done as requested in writing on August 1, 2022. I have addressed all inaccurate replies from Shelia, I am very confident that my screenshots and patience of following up fully supports my statements.
  
  Sincerely,
  
  ********* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩